Financial Services Team Lead (Past Due) GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets services and applications that help people using mobile devices to stay connected, safe and healthy. We work with partners to create solutions that fulfill these needs, and ensure our products are easy-to-use and backed by high quality customer service. We take these services to market to through a variety of channels. These channels include traditional channels in our core ?connectivity? business, with its flagship product, the Jitterbug cell phone, as well as new channels on non-GreatCall handsets through partnerships with carriers, apps stores, and healthcare companies.
About the Team
The Financial Services Past Due Team is responsible for collecting on all past due balances on private sector accounts. The Financial Services team?s main focus is to retrieve the outstanding debt while retaining customers.
About the Job
As Financial Services Team Lead, your primary responsibility will be to lead a team of 6-12 Financial Services Representatives by providing coaching and training, monitoring and scoring for quality assurance, delivering feedback, taking escalated calls, and participating in regular team meetings. The Financial Services Team Lead will also be required to place a collection calls; receive inbound calls to the Financial Services Department; research and resolve billing issues; provide information regarding refunds, products and services; and must be able to quickly analyze customer concerns and needs.
Aid in the development of the team by coaching and providing feedback for Financial Services Representatives to include monitoring and scoring for quality assurance
Place outbound collection calls
Assist with inbound calls to the Financial Services Department
Research and resolve items relating to financial services
Resolve customer escalations, monitor trends, and work closely with the Financial Services Supervisor, team members, and other departments to determine solutions and apply process improvements
Provide training and ensure that training modules have been completed for new hires and incumbent Financial Services Representatives
Update the coaching log, monitor adherence reports, and provide reports to direct Supervisor and management as needed
Motivate the team by ensuring contest participation and providing employee recognition
Promote team/department partnership to support positive attitudes
Serve as Senior On Duty (SOD) point of contact when Financial Services Supervisor or Manager unavailable maintain a balanced service level; transferring calls to third party vendor when appropriate, and monitoring Agent Manager.
Assure all Company and functional policies as well as standard operating procedures are adhered to
Mentor representatives and provide valuable knowledge in support of team performance.
Must be flexible to work weekends
Other duties as assigned
Education: Minimum of High School diploma
Minimum of three (3) years of proven call center debt collection experience within the private sector required. Minimum of one (1) year experience leading a team and/or managing performance, projects, or multiple priorities/projects.
Education: Associate?s Degree in Business or related field.
Four (4) years of experience in collections and billing
Two (2) years of experience within wireless or telecommunications industry.
Two (2) years of experience in a Lead role managing assignments/projects.
Excellent planning, organizational, and conflict resolutions skills.
Ability to demonstrate a high degree of patience.
Advanced knowledge of Microsoft Office applications, including Excel
Bilingual candidates (Spanish/English) are desirable.
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a fast-paced dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com.
||Carlsbad, CA |
THIS JOB HAS EXPIRED