Credit Control Team Lead

Credit Control Team Lead

The Credit Services Team Lead supervises the daily operations of a Credit Services area and assists Collectors by providing coaching and managing escalated customer issues and more complex accounts. They are responsible for ensuring that the staff in the Collections unit adhere to department policies and procedures. Exchange of information, resolution of moderately complex customer issues, and oversight of work distribution, assignment, review, and supervision are among their duties. They handle the more challenging problems and consult with their supervisor on the most unusual cases. This position requires being fully trained to perform various functions within the area and ensuring that others are also adequately trained.

About Company:

Huntington National Bank, established in 1866, is a holistic financial institution that functions as a subsidiary of Huntington Bancshares. It is publicly traded on the NASDAQ stock market under the ticker symbol HBAN.

Benefiting from more than 150 years of experience in the banking industry, Huntington delivers an extensive selection of financial services designed to meet the needs of individuals, small and medium-sized businesses, corporations, and institutional clients. The company's repertoire encompasses personal banking products, commercial lending solutions, wealth and investment management services, mortgage assistance, treasury management offerings, and digital banking solutions.

Huntington is acknowledged for its dedication to fostering strong client relationships, advocating for customers, promoting financial stability, and fostering enduring partnerships. The company underscores the importance of responsible lending practices, operational precision, and technological innovations in banking services.

Duties and Responsibilities:

• This position is well-versed in executing different responsibilities in the field and is instrumental in enabling the skill development of other team members.
• Assisting Collectors with coaching and handling escalated customer concerns and complex accounts.
• Supervises and coordinates the daily tasks of the designated team, including monitoring call queues, managing manual queues, scheduling breaks and lunches, and more. Additionally, works on identifying potential areas for enhancement within the team or department.
• Abides by Huntington's policies and procedures and conducts training for staff members on these guidelines, as well as ensuring adherence to Federal Regulatory requirements for debt collection.
• Making necessary updates to training materials for relevance.
• Resolves customer problems that are moderately complex through communication and information exchange.
• Coordinates, assigns, monitors, and/or oversees the distribution of tasks. Also evaluates and sanctions alterations to the schedule.
• Tackles difficult issues and engages with a supervisor for highly unusual situations.
• Undertakes monthly evaluations of colleagues to monitor their adherence to quality benchmarks.
• Handles a variety of administrative responsibilities and additional projects as given.

Basic Qualifications:

• The successful attainment of a high school diploma or similar certificate is mandatory.
• 1 year of practice in pursuing outstanding payments.
• The job mandates a prerequisite of three or more years of customer service or call center expertise.

Preferred Qualifications:

• Manifested powerful leadership qualities.
• Working knowledge of Microsoft Word and Excel. Other computer applications experience a plus.
• Successful candidates will showcase superb abilities in verbal and written communication, negotiation, interpersonal relationships, decision-making, and time management.
• A background in management or as a Senior Collector is advantageous.
• Successful candidates must be able to demonstrate their capability to lead a dynamic team, effectively manage diversity, actively listen, and have experience in coaching, skill development, and providing feedback to their staff.
• Having expertise in consumer and collection laws is a valuable asset.
• Having a clear direction and the determination to work towards it is key.
• Having an understanding of the Debt Manager, FDR, CACS, MSP, and HOGAN systems can be useful.

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