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lending/Collections Assistant Manager

Company: Ztek Consulting
Location: Richardson
Posted on: January 13, 2022

Job Description:

Role: Front Line Manager (lending/Collections)Location: Richardson, TXDuration: Fulltime Brief DescriptionExperience in managing a banking contact center collections groupFirst level support for general inquiries and customer support, including:Outbound and Inbound support in bringing accounts currentProcessing paymentsHow to link a new account; how to use virtual platformDeferral programs and payment arrangementsComplaints handing; High Risk customer service; Technical queue; ResolutionsRecognize individual customer service needs and resolve any partner concern enquiry Coaching & Mentoring team to provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred Ability to handle complaints and customer concerns where appropriate Customer centric, negotiation and social skills with the ability to recognize and support the specific needs of the most vulnerable customersKeen to progress to other levels and will consistently self-assess your own & teams' performance against agreed targets by working closely with your Operations leads Work effectively with a team, recognizing how teams can deliver great results Responsibilities includeIn charge of managing a team of debt collection experts who are responsible for collecting past due balances from customers within the stipulated time provided.Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, minimize the impact of bad debt by meeting / achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team.Constant monitoring, coaching and development of designated Collections SpecialistsIn addition to being responsible for achieving and exceeding team's defined metrics through sustainable change or process improvement. She / he will be expected to participate in strategic planning, project road mapping activities of the team.Identifies trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team.Conduct periodic 1-0-1 and Appraisals, do regular career counseling, train and mentor resources.Share ideas with Management that positively influence the vision for the client by using their exposure to team's technical or business areas, their understanding of industry trends and fraud issues impacting the banking industry.Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.Implement best-in-class processes and practices for maintaining and exceeding productivity and quality service level agreements.Ability to provide constructive feedback to his/her team members to ensure adherence to compliance and regulatory framework and help them improve their performance. Drive retentions through HR practices and people functionsLiaison with training team to enable your team to build rapport and determine appropriate solutions for the customer. Collaborate with colleagues across multiple departments in order to provide a high-quality service to customers QualificationsMinimum qualificationsAny Graduates (preferably non B.techs)Minimum of 24 months experience in contact/call center in leading collections groupsExcellent communication and interpersonal skills Good written& negotiation Skills Flexibility of shifts and to work overtime hours as per business requirements.Commitment to performance excellence or doing a phenomenal jobResults Oriented & Phenomenal teammateAnalytical & problem-solving skillsMulti-tasking &Stress management abilities Ability to maintain high levels of confidentiality and data security standardsWork through multiple tasks with minimal direction Preferred qualifications

  • Banking experience - Managing Loans specifically

Keywords: Ztek Consulting, Richardson , lending/Collections Assistant Manager, Accounting, Auditing , Richardson, Texas

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