What are the responsibilities and job description for the Team leader position at Truist?
Essential Duties and Responsibilities
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below.
Specific activities may change from time to time.
Handle escalated calls pertaining to inquiries, repossessions, reinstatements, and other calls that require special handling.
Execute on call monitoring and quality reviews to ensure compliance with policies and regulations. Coach teammates on their individual call monitors monthly.
Mentor teammates in all call categories to promote the optimal call experience for customers.
Manage collection efforts of teammates to ensure assigned accounts are worked based upon individual goals and objectives, e.
g., a minimum calls per day, contact percentage, promises / calls ratio, promises kept.
Provide ongoing training and feedback to teammates to ensure accounts are negotiated according to company standards. Ensure teammates are negotiating with customers according to established time frames while promoting positive roll and reducing levels of delinquency, repossessions, non-performing assets and loan losses.
Responsible for reviewing repossessions, charge-off, and account changes (i.e. Extensions, Due Dates, and Renewals) according to policy guidelines within policies and procedures.
Assist Collection Supervisor analyzing production reports, including maintaining monthly Key Performance Indicator (KPI) reports for assigned teammates.
Provide a high level of customer service to customers and Teammates in support of our Perfect Client Experience (PCE) initiatives.
Complete all required Computer Based Training (CBT) courses accurately and timely.
Other Critical Tasks and Duties assigned.
Qualifications
Required Qualifications :
The requirements listed below are representative of the knowledge, skill and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High school diploma or equivalent education and related training or experience
Two to four years of collections and / or supervisory experience
Excellent verbal and written communication skills
Excellent decision-making and problem-solving skills in routine and non-routine situations
Excellent time management and organizational skills
Exhibited leadership skills
Strong understanding of systems utilized in collection process
Excellent understanding of internal processes and regulatory requirements surrounding collections
Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint
Preferred Qualifications :
Bachelor’s degree in a business-related field
Previous leadership experience
Excellent knowledge of all collection policies, procedures and processes; knowledgeable of collection practices and federal / state regulations and laws, i.
e. Fair Credit Reporting Act (FCRA) and Fair Debt Collections Protection Act (FDCPA)
Other Job Requirements / Working Conditions
Sitting / Standing / Walking / Bending / Lifting
þ Sitting (if checked, indicate frequency)
Constantly (More than 50% of the time)
Standing (if checked, indicate frequency)
Choose an item.
þ Walking (if checked, indicate frequency)
Occasionally (Less than 25% of the time)
Bending (if checked, indicate frequency)
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Lifting (if checked, indicate pounds)
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þ Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
þ Manual Dexterity / Keyboarding
Able to work standard office equipment, including PC keyboard and mouse, copy / fax machines, and printers.
þ Availability
Able to work all hours scheduled, including overtime as directed by manager / supervisor and required by business need.
Travel
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation : All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.
Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
Last updated : 2024-06-04
