Credit Support Team Lead

Credit Support Team Lead

Summary:

The role of the Credit Services Team Lead involves overseeing the day-to-day functions of a Credit Services department and offering assistance to Collectors by providing coaching and managing escalated customer issues and accounts that are more complex. They have the responsibility of ensuring that the staff in the Collections unit adhere to the department's policies and procedures. They engage in information exchanges, resolve moderately complex customer problems, and supervise the distribution, assignment, review, and supervision of workflow. Addressing the more difficult issues and consulting with their supervisor on the most unusual cases are also part of their duties. This position involves being fully trained to handle various functions within the department and ensuring that other team members also receive thorough training.

Duties and Responsibilities:

• The role is extensively trained to carry out various functions within the department and to oversee the cross-training of other team members.
• Aiding Collectors in handling escalated customer issues and more challenging accounts through coaching and support.
• Takes charge of the daily operations of the assigned team by overseeing call queues, monitoring manual queues, scheduling breaks and lunches, and more. Additionally, seeks out opportunities for improvement within the team or department.
• Ensures that all Huntington policies and procedures are upheld and provides training to staff members on them, along with maintaining compliance with Federal Regulatory standards for debt collection.
• Ensuring that training resources are current through reviews and updates.
• Manages the exchange of information and addresses moderately complex customer concerns effectively.
• Assigns, distributes, checks, and/or monitors the workflow. Additionally, evaluates and authorizes revisions to the timetable.
• Addresses the tougher challenges and seeks advice from a superior for the most exceptional cases.
• Carries out monthly reviews to ensure the quality standards of colleagues are consistently met.
• Undertakes a wide array of administrative tasks as well as any other duties delegated.

Basic Qualifications:

• A high school diploma or an equal credential must be obtained.
• 1 year of background in debt recovery.
• Prospective applicants need to have accumulated three or more years of experience in customer service or call center environments.

Preferred Qualifications:

• Exhibited robust leadership skills.
• Working knowledge of Microsoft Word and Excel. Other computer applications experience a plus.
• Competitive candidates should exhibit exceptional skills in verbal and written communication, negotiation, interpersonal connections, decision-making, and time management.
• Previous exposure to management or Senior Collector roles is beneficial.
• In the interview process, it is crucial to prove proficiency in leading an energetic team, handling diversity adeptly, practicing active listening, and offering coaching, fostering skill enhancement, and providing feedback to team members.
• It is beneficial to have knowledge of consumer and collection legislation.
• One must possess a goal-driven mindset and the ability to self-motivate.
• It is advantageous to be knowledgeable about the Debt Manager, FDR, CACS, MSP, and HOGAN systems.

About Company:

Founded in 1866, Huntington National Bank is a full-scale financial establishment that operates as a segment of Huntington Bancshares. The company is publicly traded on the NASDAQ exchange with the ticker symbol HBAN.

With a legacy of banking expertise extending for over a century and a half, Huntington offers a wide array of financial services targeting individuals, small and medium-sized enterprises, large corporations, and institutional clients. Its diverse range of offerings includes personal banking products, commercial lending options, wealth and investment management services, mortgage solutions, treasury management facilities, and digital banking tools.

Huntington has established a reputation for its customer-oriented philosophy, stressing the significance of supporting customers, financial security, and lasting collaborations. The organization focuses on ethical lending practices, operational effectiveness, and pioneering advancements in banking technology.

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