Team Lead Collections

BASIC PURPOSE AND SCOPE OF POSITION The Team Lead, Collections is responsible for assisting management with overseeing the day-to-day operations of the KCC Loan Servicing Center including both the Customer Service and Collections functions for consumer and commercial loans and leases.PRINCIPAL ACTIVITIES: This position does the following in accordance with all applicable Federal, State and local laws / regulations and the Company’s policies, procedures and guidelines:Engages with front line team members to provide continual coaching and support to help them reach their maximum potential. Train team members on daily tasks and responsibilities to ensure comprehensive understanding of company policy and procedure. Conduct account reviews and monthly one-on-ones to ensure that customer experience expectations are being met and customer interactions are completed in accordance with company policy. Serve as a valuable operational resource for both team members and management. Effectively manage internal or external escalations including complex customer contacts and process or policy inquiries. Communicate with dealers and vendors to work towards account resolution. Work with management to continually improve customer service and collection strategies and procedures. Provide performance reports to team members and management as needed. Contribute to a collaborative environment where all ideas are valued, and team members have a clear understanding of how they contribute to the achievement of enterprise objectives. Additional duties assigned by management.MINIMUM QUALIFICATIONS Bachelor’s Degree preferred: In lieu of a degree, at least 3 years of customer service leadership experience required. Strong knowledge of federal and state rules, regulations, and policies for servicing consumer and commercial loan and lease accounts.Excellent attention to detail and ability to think creatively to solve problems and overcome challenges.Proficiency in MS Office applications and Google Suite.PHYSICAL REQUIREMENTS: Typical office environment. DISCLAIMER: The information provided in the description has been designed to indicate the general nature and level of work performed by incumbents within the classification.This description is not intended to be a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job/classification.This job is intended to include the current essential functions of the job.Management reserves the right to add or modify the duties and responsibilities and to designate other functions as essential at any time.

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