Team Lead - CORE - Navy Federal Credit Union

Company OverviewReliant Capital Solutions is an accounts receivable management company headquartered in Gahanna, Ohio. Reliant focuses on debt recovery in the Higher Education, healthcare, automotive, retail, commercial and teleservices industries. Reliant partners with clients in these industries to manage their accounts receivable and help recover money to support their bottom line. In addition, the company is dedicated to assisting consumers reduce their debt, so they can achieve their financial goals.Job SummaryReliant's Team Lead is responsible for advising Collectors, providing services on Reliant's contracts and meeting or exceeding assigned goals. Develops, trains, and evaluates performance and fulfillment of responsibilities of staff. The Team Lead maintains a steady workflow of a combination of delinquent student loans, medical, and credit card accounts while assisting the overall staff and productivity of the department. This is a full-time, non-exempt position that reports directly to the Non - Higher Education Manager.Duties/ResponsibilitiesProvide methods and solutions to debt borrowers in attempts to resolve delinquent accountsConduct group training as requiredWork with management to implement different structures, strategies, and procedures that will enable Reliant to exceed their goalsCreate and adhere to agendas and schedules as defined by managementGather information from customers to determine the best way to map a solutionAct as the point of contact for borrowers to resolve their delinquent accounts.Continuously receive inbound calls and perform outbound calls in attempt to assist borrowers in resolving delinquent accounts.Maintain a workload of delinquent accounts up to and including completion of paymentsProperly follow up with borrowers to ensure required documentation and payment processing is compliant and completeEnsure all borrower accounts are documented properly and notify borrowers of any missing or additional procedures neededPerform proper skip tracing techniques to identify borrower contact informationAbide by the FDCPA at all times while staying current to any and all industry requirementsAdhere to both internal and industry wide compliance regulationsMeet the daily and monthly goals as assigned by Reliant's management teamMaintain targeted performance goals for collectionsAny other additional responsibilities assigned by managementRequired Skills/AbilitiesExcellent communication skills including active listening.Service-oriented and able to resolve customer grievances.Proficient computer skills with the ability to learn new software while working across multiple systems/screens.Knowledge of, or ability to learn, product, service, or area of customer service specialization.Full knowledge of all aspects of the Fair Debt Collections Practices Act (FDCPA).High School Diploma or GED required; College Degree a plus but not required.Previous collections, call center, or customer service experience is a plus.Ability to meet and exceed daily, weekly, and monthly production goals.Ability to multi task and maintain composure in stressful situations.EEO StatementReliant affords Equal Employment Opportunity (EEO) to for all qualified individuals and does not discriminate against employees or applicants for employment on the basis of an individual's actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, actual or perceived gender, genetic information, Reproductive health decision-making or any other status protected by applicable federal, state, or local law. Reliant Capital Solutions has reviewed the physical and mental qualifications of our jobs. There are no requirements that tend to screen out qualified physically and/or mentally disabled individuals unless they are job related and consistent with business necessity.Physical RequirementsThis position requires prolonged periods of sitting at a desk and working on a computer.See table(s) below for additional lifting and activity requirements of this position.Amount of TimeLiftingNever0%Occasionally1-33%Frequently34-66%Continuous67-100%Up to 10 poundsXUp to 25 poundsXUp to 50 poundsXUp to 100 poundsXMore than 100 poundsXAmount of TimeActivityNever0%Occasionally1-33%Frequently34-66%Continuous67-100%StandXWalkXSitXUse hands to finger, handle or touchXReach above shouldersXClimb or balanceXStoop, kneel, crouch or crawlXTalk or hearXTaste or smellXUse foot/feet to operate machineryXEqual Opportunity Employer