Collection TL CHA in Charlotte, NC at Parallon

Date Posted: 6/25/2018

Job Snapshot

  • Employee Type:
  • Location:
    Charlotte, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

JOB TITLE: Team Lead Collections


GENERAL SUMMARY OF DUTIES – Assist the Unit Manager by giving day-to-day direction for collection staff in performing daily responsibilities.  


SUPERVISOR – Unit Manager






1.      Major function – coach, train and monitor collections activity based on collection queue/production goals, manage dialer reports and monitor reps performance.


2.      Work with Unit Manager to ensure the collection staff is capable of handling current production goals within department(s).


3.      Assist in training new staff by demonstrating sound collections practices, participating in role plays, monitoring new hire calls and providing feedback.  Provide feedback to Unit Manager on new hire progress, surfacing issues or other actions that should be taken to improve/maintain success.


4.      Provide first level help to collections staff by answering questions, reviewing HIPAA and FDCPA regulations, participating in talk offs, addressing escalated issues, researching customer accounts or providing feedback to staff.


5.      Participate in weekly raping sessions with Unit Manager and staff members as assigned.  Also, complete side by side coaching sessions daily.


6.      Perform weekly QA audits in each company. Achieve and maintain acceptable scores and functions as outlined in the QA program.  Maintain prompt and accurate documentation outlining all steps of the QA program that have been taken in individual organized files.  Fill out the proper forms.  Audit the assigned number of accounts per day following a set schedule.  Forms will be completed and turned in within required timelines.


7.      Regularly provide feedback to Unit Manager on staff performance.


8.      Prepare daily and weekly reports as needed as to the status of the MTD production goals. 


9.      Conduct daily/weekly Rap sessions with staff members and provide updates to the Unit Manager regarding issues discussed.  The goal of this meeting is to provide the staff an open forum to discuss collection related issues that affect clients, co-workers, the company etc.  Document meetings and provide collection staff the notes for follow-up.  Maintain Rap session scheduling and notify Unit Manager of such schedule.


10.Adheres to and supports organizational IT&S standards, policies, and procedures.


11.Adheres to Code of Conduct.


12.Performs other duties as assigned.


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