Team Lead - ECMC

Duties/Responsibilities

• Provide methods and solutions to debt borrowers in attempts to resolve delinquent accounts


• Conduct group training as required


• Work with management to implement different structures, strategies, and procedures that will enable Reliant to exceed their goals


• Create and adhere to agendas and schedules as defined by management


• Gather information from customers to determine the best way to map a solution


• Act 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 payments


• Properly follow up with borrowers to ensure required documentation and payment processing is compliant and complete


• Ensure all borrower accounts are documented properly and notify borrowers of any missing or additional procedures needed


• Perform proper skip tracing techniques to identify borrower contact information


• Abide by the FDCPA at all times while staying current to any and all industry requirements


• Adhere to both internal and industry wide compliance regulations


• Meet the daily and monthly goals as assigned by Reliant’s management team


• Maintain targeted performance goals for collections


• Any other additional responsibilities assigned by management

Required Skills/Abilities

• Excellent 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 Statement

Reliant 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.