DEPARTMENT: Collections
JOB TITLE: Lead Collections Advocate
REPORTS TO: Collections Supervisor
WHO WE ARE: Nuvative is a fast-growing innovative technology company impacting employees through continuing education and guidance. As an employer of choice, we provide our employees with a culture of kindness, fairness, self-development, contribution, collaboration, diversity, innovation, and fun.
JOB PURPOSE: The Collections Team Lead plays a pivotal role in driving the success of our collections department by leveraging their competitive nature, internal drive, and people-oriented approach. This role is responsible for leading a team of collection agents to meet and exceed performance targets while maintaining the highest standards of customer service. The Collections Team Lead will motivate and inspire their team, foster a positive and collaborative work environment, and develop strategies to optimize collections processes and outcomes. Their ability to teach a balanced approach of assertiveness and empathy ensures both the recovery of outstanding debts and the maintenance of positive customer relationships.
RESPONSIBILITIES
- Lead, mentor, and coach a team of collection agents to achieve individual and team performance goals
- Ensure team members are equipped with the necessary skills and knowledge to perform their roles effectively
- Foster a positive, supportive, and high-performance team culture
- Conduct regular team meetings and one-on-one sessions to provide feedback, set expectations, and discuss performance
- Monitor and evaluate team performance against established KPIs and targets
- Implement strategies to improve team productivity and effectiveness
- Analyze collection data to identify trends and areas for improvement
- Prepare and present regular performance reports to senior management
- Stay updated with industry best practices and regulatory requirements to ensure compliance
- Handle escalated customer issues and complaints with professionalism and empathy
- Ensure all customer interactions are conducted with respect and adhere to company policies
- Assist with call monitoring and training as needed
- Independently assess and appropriately react to staffing and call volume needs
- Process customer inquiries and requests with a high attention to detail and accuracy
- Review and make decisions regarding customer accounts for collections advocates
- Act as decision maker when senior management is unavailable
- Meet or exceed punctuality and attendance standards
- Exercise sound judgment and decision-making
- Follow proper policies and procedures for assigned tasks and projects
- Establish and maintain cooperative working relationships with all departments
- Actively contribute to company growth and improvement
- Respond to suggestions and guidance with a positive attitude
QUALIFICATIONS
- Minimum of two (2) years of collections experience OR one (1) year of management experience in a related field is required.
- Ability to prioritize and adapt to changing priorities while functioning independently in a fast-paced environment
- Must have strong leadership, communication, and decision-making skills
- Strong understanding and application of general Customer Service/Collections principles and practices
- Proficient PC skills and proficiency with commonly used business software (Microsoft Office, Microsoft Excel, etc.)
- Willingness to adhere to set shift, meal, and break schedules
- Willingness to work a flexible schedule and help cover gaps in staffing on short notice
WHY WORK FOR US: At Nuvative, you'll find an environment where our team is the core of what we do, good work is rewarded, and growth is valued. Nuvative offers competitive wages to qualified individuals and the opportunity to grow professionally and personally through diverse work experiences and hands on training. The heart of our employee culture are the values that we not only preach, but also practice every day:
Initiative: Handling opportunities with confidence and enthusiasm.
Persistence: Moving forward in the face of adversity.
Teamwork: Uniting the combined effort of our organization.
Respect: Considering the feelings of others in your action.
Integrity: Maintaining honesty and strong principles.
Innovation: Inspiring progress with results and ingenuity.
WHAT WE CAN OFFER YOU:
- Medical, Dental and Vision insurance.
- Flexible Spending Account
- 401(k)
- Voluntary Life Insurance and AD&D
- Employee Assistance Program
- Paid time off
- Holidays
The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel in this position.