Department Lead - Loss Recovery Collection

Job description

Under minimal supervision, the Servicing Department Lead assists the Management Team with overseeing the department. This entails ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participate in the training and coaching of the Servicing staff, investigate, and resolve escalated issues, responsible for providing lead support in the absence of a Supervisor and complete other work as assigned. This position may require occasional travel as needed to support business operations. ESSENTIAL DUTIES AND RESPONSIBILITIES: - Monitor live reports and address concerns when identified - Monitor phone calls to ensure proper handling - Coach agents as needed or directed - Step in to lead a team when Supervisor is absent - Document all interactions with agents / Update coaching log - Communicate professionally with internal and external customers - Other duties as assigned - Making sure things get done in a timely manner and send reminders. ESSENTIAL KNOWLEDGE, SKILL & LICENSES: - Ability to interpret and explain policies and procedures to others - Exercise sound judgment when making decisions - Excellent organization and prioritizatio...