• Coordinates maximum coverage within the assigned group to ensure completion of daily tasks
  • Reviews processes for efficiency and makes process updates and improvements
  • Creates and implements strategy to ensure performance objectives are met
  • Participates in the interviewing and hiring process
  • Provides coaching and development feedback
  • Issues corrective actions/terminations as necessary
  • Conducts monthly / annual performance reviews with direct reports
  • Responds to and works to resolve agent concerns in a timely manner
  • Handles escalated calls
  • Motivates staff and maintains a team atmosphere
  • Follows all rules set forth in the Employee Handbook and leads by example
  • Ensures all work is performed in compliance with Company Policies, client mandates as well as local, state and federal collections laws and regulations

QUALIFICATIONS:

  • High school diploma, GED, or equivalent required
  • 2 years of collections experience
  • 1-year collections lead experience
  • Excellent oral and written communication skills
  • Strong leadership skills
  • Knowledge of FDCPA and state laws
  • Ability to change direction as needed in order to meet the needs of customers; both internal and external
  • Works well under pressure to assist where required in meeting critical deadlines
  • Capable of maintaining the confidentiality

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ABOUT US:

At cxperts, we specialize in omnichannel customer experience (CX) solutions, offering unparalleled CX services for brands across various sizes and industries. Our comprehensive contact center encompasses every aspect of customer experience and business process outsourcing. We provide a wide range of services including customer care, premium white-glove services, technical support, sales, collections, and back-office operations. Our approach ensures that every customer interaction is handled with expertise, efficiency, and utmost attention to detail, supporting your brand’s commitment to excellence. Learn more about us at https://cxperts.us.

 

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