Collections Team Lead

This is a full-time, 100% in-office position. Employee must be within commutable distance to the Mt. Laurel, NJ office.

Schedule

Scheduled work hours are 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm. Shifts are subject to a changing rotation schedule and must fall within call center hours of operation: Monday – Friday 8:00 a.m. – 9:00 p.m. EST, Saturday 8:00 a.m. – 5:00 p.m. EST. Employees must be flexible and available to work a 40-hour work schedule during these hours, including rotating Saturdays.

Responsibilities

• Provide strategic oversight and direction regarding Onity’s Call Center Operation - Customer Resolutions department to ensure high-quality product output and operational excellence.
• Closely monitor various metrics such as Key Performance Indicators (KPIs) to achieve business objectives.
• Manage a diverse team of associates with an emphasis on retention of high-performing associates, coaching, and professional development.
• Oversee the execution of all Customer Resolutions processes to ensure timeliness, accuracy, and compliance.
• Leverage effective short, medium, and long-range planning to anticipate business needs and provide solutions to Executive Management.
• Review departmental control reporting to ensure compliance with internal and external guidelines related to ERM servicing commitments.
• Update and implement internal controls and procedures as risks are identified.
• Ensure all internal policies and procedures are updated to reflect compliance changes.
• Develop and document business process enhancements and opportunities for increased automation.
• Login to the escalation queue to handle and manage queries and escalations in real time.

Requirements

• Bachelor’s degree or equivalent preferred.
• Minimum of one year of experience leading a team in a call center environment.
• Minimum of two years of experience in a customer service or collections environment.
• Proficient with Microsoft Office products (e.g., Word, Excel, Outlook).
• Strong written and verbal communication skills.
• Persuasive demeanor with the ability to make rational decisions based on business expectations.
• Ability to deal with conflict and resolve it in accordance with business unit requirements.
• Adapts well in a changing environment.
• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Benefits

• Competitive benefits.
• 401(k) with company match after 1 year.
• Paid holidays + 2 floating holidays + 1 volunteer day per year.
• 19 days of paid time off per year.
• Tuition assistance.
• Quarterly “Fun at Work” events.
• Opportunity for yearly merit increase in compensation.