Lead Specialist-Commercial Collections

Minimum 1 year of experience in operations role
High School Diploma or GED equivalent
Excellent customer service skills
Proven excellent verbal/written communication and interpersonal skills
Demonstrated leadership skills
Ability to work under pressure and meet deadlines
Analytical, research and problem resolution skills
Proficient in 10-Key, able to perform with a high degree of speed and accuracy
Comfortable navigating multiple computer systems and applications
Proficient in Microsoft Office applications
Intermediate understanding of accounting principles
Intermediate understanding of banking policies, procedures, government regulations
Intermediate understanding of loan documentation
Proven ability to handle all monetary/ processing functions independently
Moderate knowledge/experience in multiple payment delivery channels; OLDS, Lockbox, ACH, wires
Moderate knowledge of banking policies, procedures and governmental regulations
Ability to perform moderate scheduled and non-scheduled maintenance functions
Proven ability to handle high transaction volumes accurately
Ability to meet production goals
Proven ability to handle all customer service inquiries and diffuse difficult customer situations independently
Ability to work with minimal supervision in decision making
Exceptional attention to detail

Identifies and resolves situations where clients cannot maintain a current status on their account by having a thorough and detailed conversation in regard to their delinquency and offering applicable delinquency solutions
Spends 90% of their day on the phone with clients trying to solve delinquency by placing outbound and taking inbound calls
Documents calls and participates in trainings/meetings
Administers moderate procedures, analysis, tasks and reporting while receiving limited instructions for filing, recording, processing, servicing, recording, and/or organization of documentation associated with a product or process
Reviews and ensures proper documentation or procedures are used for moderate activities
Identifies and resolves moderate issues by following established guidelines and refers more complex problems to Senior level or supervisor
Provides service in relation to moderate complex billing inquiries, service requests, suggestions and complaints from customers
Contributes to workflow or process change and redesign, and forms a strong basic understanding of the specific product or process
Accountable for regular reporting and analysis requests
Recommends and implements programs to solve routine issues
Is fully proficient in duties while working under moderate to limited supervision
Performs other duties as assigned