Team Lead, Case Resolution

About the role

As our Team Lead, Case Resolution you’ll help drive Concora Credit’s Mission to enable customers to Do More with Credit – every single day. Our Case Resolution Team provides a top-tier customer experience. We are responsible for supporting our customers by communicating company goals, procedures, policy updates, and workflow deadlines to the team. This position is located at our Akron, OH office and is onsite Monday through Wednesday.

Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More!

Responsibilities

• Support Unit Managers and perform management duties when the manager is absent or out of office
• Carry out routine case monitoring for designated tasks assigned to Team Members
• Read and respond to incoming correspondence
• Gather data and conduct research to formulate accurate replies to incoming correspondence
• Complete updates to account history and required forms/paperwork associated with the transactions
• Process monetary adjustments and account maintenance changes
• Research exception activity and take appropriate action(s) to reduce credit losses
• Perform all duties in compliance with appropriate established policies, procedures, and regulations
• Prioritize work and deploy your team, as required, to ensure attainment of highly regulated and time-sensitive SLAs
• Establish and implement departmental policies, goals, objectives, and procedures
• Thrive in a fast-paced, high-pressure environment and demonstrate strong prioritization and time management skills
• Strictly conform to FDCPA/SDCPA rules and guidelines
• Perform and provide training as a Generalized Subject Matter Expert in multiple processes
• Communicate team goals and identify areas for new training or skill checks
• Assist management with hiring processes and new Team Member training
• Answer Team Member questions and problems, and oversee work for quality and guideline compliance
• Communicate deadlines and productivity goals to Team Members
• Develop strategies to promote Team Member adherence to company regulations and performance goals
• Provide quality customer service, answering customer inquiries, and effectively handling customer complaints via management of whatever workflow needs assistance or they are assigned to manage
• Maintain a high standard of performance to set a consistent example for the team
• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products
• Hold a high bar for support when owning customer interactions
• Meet department goals and standards
• Other duties as assigned

These duties must be performed with or without reasonable accommodation.

Requirements

• High School diploma or GED
• Working knowledge within Windows Operating Systems or equivalent
• Thrive in a fast-paced, high-volume environment
• Be proficient with technology and using multiple systems
• Possess a high level of understanding, patience, and empathy
• Ability to navigate more difficult conversations/interactions with professionalism
• Committed to continuous growth and learning
• Ensure privacy and security practices are always followed

Benefits

• Medical, Dental, and Vision insurance for you and your family
• Paid Time Off (PTO)
• 6 company-observed paid holidays, plus 3 paid floating holidays
• 401k (after 90 days) plus employer match up to 4%
• Pet Insurance for your furry family members
• Early access to earned wages with Payactiv
• Wellness perks including onsite fitness equipment at both locations, EAP and access to the Headspace App
• Tuition Reimbursement
• Flexible Spending Accounts
• Life and AD&D Insurance
• Company paid Long-Term Disability and voluntary Short-Term Disability