Description
As a Collections Team Lead/Resolver, you will coordinate the collections analyst and provide operational support in escalations and other business-related topics, acting as back-up for the Manager, accelerating the collector's ability to build a strategic relationship with customers.
Support the collectors so they can understand our customer’s business models, identify challenges in the payment process, and find solutions on how to accelerate cash flow.
Responsibilities:
- Responsible for overall team metrics and performance.
- Mentor and coach team to effectively resolve aged issues.
- Ensure the team is effectively communicating with internal and external partners.
- Subject matter expert and frontline contact for the manager on team-related issues.
- Conduct regular account reviews with team members to address problematic situations that may lead to undesirable results.
- Lead escalation reviews and meetings with collectors, and internal and external partners.
- Provide feedback on team members for training and review purposes.
- Monitor the technical competence of each team member.
- Leads by example living the HP Way Now and always displaying the Leadership Attributes.
- Acts as Operational backup of the manager.
- Makes sure that the team is using the appropriate collections systems and processes at the expected level.
- Provides guidance and coaching to team members on how to utilize collection systems to their full potential.
- Displays leadership skills in direct discussions and provides advice and guidance to the team on operational issues.
- Uses alternative communication methods to obtain response/action for the issues brought up by the team: calls, conference calls, face-to-face meetings.
- Keeps up-to-date internal partner’s contacts list for the entire team portfolio (BU Ops, AR, BU Finance, Controllership, OM, etc.) and shares it with the team.
- Has regular discussions and builds solid relationships and networking with Internal Partners (Sales, Order management, BU Finance, Controllership, Credit, Legal, Default and Recovery, Tax, PMO) or External Partners.
- May develop team motivation and cohesion by proposing and coordinating team activities.
- May contribute to or lead the VIA score improvement actions at the team level.
Requirements:
- Four-year or Graduate Degree in Business Administration, Economics, Finance, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 4-7 years of work experience, preferably in collection, credit, banking, or a related field or an advanced degree with 3-5 years of work experience.
Skills:
- Strong leadership skills, and ability to easily onboard and develop people.
- Capable of elevating the performance through execution and innovation.
- Be strategic enough to anticipate and define changes.
- Knowledgeable of collections processes.
- Strong Communication skills.
- Passion to work in a team environment.
- Demonstrated high-performance track record.