Lead business unit work teams with responsibility for multiple product lines
Monitor and assign workflow
Document team processes, make recommendations for improvement, provide on the job training, and research and resolve highly specialized and/or sensitive issues for the work team
Liaise with first line risk and second line of defense personnel with respect to customer issues
Research and resolve complex internal and external customer issues
Serve as department lead for special projects impacting the work team
Provide reporting to work team leadership and prepare monthly departmental reporting for management

4 years of higher education and/or relevant work experience in a call center or bank operations environment
1 years' work leadership experience
Excellent customer service skills with the ability to use tact and diplomacy
Strong knowledge of relevant spreadsheet, word processing, and presentation software
Strong knowledge of departmental systems, documents and procedures

Collections Group Leader II

Key skills