Collections Team Leader Resume Sample
Giovanna McCullough
2787 Abshire Skyway,
Houston,
TX
+1 (555) 117 6016
Work Experience
Collections Team Leader
04/2017
-
PRESENT
San Francisco, CA
- Assist Manager and track daily performance of specialty staff and accounts through on-line account review, pertinent
- Collection reports and other available tools
- Research department effectiveness to avoid unnecessary expenditures
- Work with management trainer to develop standard policies and procedures
- Implement change management and process improvement initiatives through collaboration with first-line managers
- Assist Manager I/II to attain production goals for the department
- Ensure all bank policies for loans are meeting all bank and policy guidelines, requirements and regulations in accordance with each applicable federal, state/provincial and county law
- Handle customer issues and concerns as necessary including escalated issues
Team Leader, Collections
08/2012
-
03/2017
Chicago, IL
- Assists in the development, implementation and communication of the department’s plan to support the overall retail strategies of the bank in order to meet goals
- Act as a liaison between Specialists, Managers, vendors and other departments
- Assist management with reporting needs
- Delegate specific responsibilities and special projects as necessary
- Coordinates and schedules work, forecasts resource requirements, quality control, training and research and problem resolution
- Maintains a cooperative work environment to accomplish the assigned work of the team
- Maintain employee development plans, including EMS reviews, personal development plans, monthly one-on-ones and goal setting
- Implement change initiatives, driving the creation of a continuous improvement and high performance culture
- Facilitate performance management and disciplinary activities
Collections Senior Team Leader Wwcs Level
09/2007
-
05/2012
San Francisco, CA
- Supports and contributes to a culture of strong performance and consequence management
- Resolves compliance and performance issues in line with GE consequence management
- Ensure the effectiveness of the day to day operational activities focused on meeting our financial, client's and stakeholder's requirements
- Driving and maintaining an excellent culture, while driving exceptional service to clients
- Monitor staff productivity against agreed KPIs and targets, where necessary implement performance improvement plans if performance fails to meet expectation
- Play an active role in setting targets and monitor achievement of monthly target, implement both tactical and strategic solutions to ensure targets are met consistently
- Conduct regular call monitoring of staff and work with quality team to ensure calls are of an exceptional quality, measure agents improvement from historical calls
Education
Palm Beach Atlantic University
2002 - 2006
Bachelor's Degree in Finance
Professional Skills
- Excellent customer service skills, experienced in handling more difficult situations
- Excellent written and verbal communication/presentation skills and experience
- Excellent influencing, analytical and negotiation skills
- Excellent analytical and communications skills (required)
- Strong people management and leadership skills and expertise
- Developed interpersonal skills with the ability to communicate effectively with key stakeholders, all levels of employees and management
- Strong organization skills and ability to work in a fast-paced environment required
How to write Collections Team Leader Resume
Collections Team Leader role is responsible for leadership, negotiation, retail, finance, credit, training, printing, reporting, research, insurance.
To write great resume for collections team leader job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Collections Team Leader Resume
The section contact information is important in your collections team leader resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Collections Team Leader Resume
The section work experience is an essential part of your collections team leader resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous collections team leader responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular collections team leader position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Collections Team Leader resume experience can include:
- Participate in technical, functional and soft skills training as required
- Computer literacy and good command of English skill
- Able to work under pressure and possess leadership skills
- MS Office and System Skills
- Experience in finance positions and at least 3 years of experience in people management
- Providing cover to the Collections Manager, to include understanding of strategy, planning and priorities of the team
Education on a Collections Team Leader Resume
Make sure to make education a priority on your collections team leader resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your collections team leader experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Collections Team Leader Resume
When listing skills on your collections team leader resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical collections team leader skills:
- Operate effectively in a high volume organizational environment with attention to detail
- The ability to effectively prioritize, manage deadlines and understand new ideas and concepts quickly
- Good negotiation skills and ability to identify potential problematic accounts
- Manage objective setting and delivery using Perform supported by effectively and regular reviews
- Ensure that Vulnerable Customer (VC) identification, recording and handling procedures are accurately and effectively followed by the team
- Manage the handling of customer contacts, inbound & outbound calls, automated & bespoke correspondence effectively and in a timely manner
List of Typical Experience For a Collections Team Leader Resume
1
Experience For Team Leader, Collections Resume
- Proven ability to work in a fast paced environment with challenging targets
- Ensuring processes are adhered to at all times, of course in line with regulation and internal policies
- Monitor outstanding premium for Cash before Cover
- Prepare Collections Month-end Closing for COLLECTIONS, Post transactions from COLLECTIONS to GL
- Prepare Collections Aging files and send to Sales Offices
2
Experience For Collections Team Leader With German Resume
- Verify outstanding premium for Contest
- Review the result of running job from Cashman to Computron on daily basis
- Support New Project which relate to COLLECTIONS & Cashier, including UAT Test
- Ensure the team is compliant with all industry regulations as well as internal compliance and risk frameworks
- Identify and analyze trends in customer pain points through various channels (escalation database, customer complaints)
- Prepare, review and present monthly BOI’s, KPI’s and SLA’s
- Fluent German nice to have
- Be among collectors providing coaching, 1:1 reviews, and guidance regarding the product collectors produce (phone conversations with customers to collect total amount due, resolve other account related issues, and skip trace to find customers / vehicles)
3
Experience For Collections Senior Team Leader Wwcs Level Resume
- Assign work to collectors, and assist collectors as needed in resolving delinquent account issues
- Exceed objectives provided periodically by Collections leadership
- Work evenings and weekends when required
- Reviews open invoices to identify delinquent accounts
- Initiates and receives business to business collection calls
- Works hand in hand with Credit Analyst, Collection Analyst and
- Set team and individual objectives
4
Experience For Team Leader for Collections Resume
- Monitor and manage staff performance and development
- Undertake recruitment for new team members
- Manage team workflow through allocation of appropriate resources
- Encourage/foster and generation of ideas for improvement
- Foster a risk management culture in the team
- Responsible for Statement of Company Account
- Match off Suspense to COLLECTIONS System
5
Experience For Cbps AU Collections Team Leader Resume
- Mail Statement of Account to Sales Offices in upcountries
- Verify Commission and Returned Premium
- Transfer Commission to Sales Offices in upcountries
- Follow up overdue premiums with Sales Offices
- Adjust Credit Term and Key in COLLECTIONS System
6
Experience For Collections & Disputes Team Leader Resume
- Prepare Collections Credit Term Report for Up-country & Bangkok
- Prepare Collections Bad Debt Recovery Report
- Up-load Cashman to COLLECTIONS & GL System on daily basis in Cashman System
- Verify On-line JV for COLLECTIONS
- Resolve the problem which relate to agents, customers & brokers
- Live Ledger – set up new users, set up account handlers, assign accounts to AHs, assign category codes to policies over 90 days
- Support Receivable Reports to APAC
- In Collections or related filed
- Ensure adherence to P&Ps
7
Experience For MB Collections Team Leader Resume
- Adherence to Citi Policies and Compliance and Australian regulatory requirements
- Manage Risk Mitigation Programmes within the policy framework
- Ensure that Collections Officers achieve monthly targets
- Ensure team engagement and share best practices
- Handle administrative and functional tasks as required
8
Experience For Team Leader, Global Collections Resume
- Handle escalated calls, complaints and provide timely feedback to staff to drive improvement in Customer Service across both unsecured collections and commercial cards portfolios
- Identify areas of improvement to ensure optimal productivity and effectiveness are achieved
- Manage the Collections domain and improvement of processes
- Manage project team members within Credit and Collections
- Drive operational performance to improve and control overdue
- Optimise use of resources and systems under span of control to achieve Financial Solutions deliverables
- Act as a role model and inspire excellence by contributing to an excellent working environment by constantly demonstrating the behaviours defined within our Harmony, Sincerity & Pioneering Spirit values
- Be seen as expert and a natural coach. Utilise the Skills Matrix to identify training needs within the team and facilitate its delivery. Ensure team members receive appropriate training and development to meet current and future needs
9
Experience For Specialised Collections Team Leader Resume
- Communicates collection results / issues with Team Lead or
- Act as subject matter expert and point of contact for all Hardship-related queries
- Manage the work allocation to ensure that all regulatory timelines are met
- Support the offshore team in complaint analysis and recommendation
- Participate in process improvement related projects and make recommendations for improvements which are focused towards providing a seamless customer experience
- Assist team members with process related questions where required
- Ensure all departmental and regulatory Service level agreements are met
10
Experience For Cbs-caf Collections Team Leader Resume
- Identify and report possible preventable complaints
- Manage and minimize potential escalation of hardship matters to complaints
- Review reports and provide timely response, analysis and action plan
- Make independent, impartial and fair decisions basis NCCC guidelines
- Graduate or Post-Graduate from a recognized University can apply
- Solve problems and work under pressure
- Discretion - ability to multi-task
- Fluent English + (German would be an asset)
List of Typical Skills For a Collections Team Leader Resume
1
Skills For Team Leader, Collections Resume
- Understanding of cash flow statements, with good commercial acumen
- Previous experience of recruiting amazing colleagues to join your own team would be desirable
- Support the team by managing workload variances and prioritising activities
- Responsible for ensuring adequate staffing levels of the team and overall knowledge and skill of team
- Experience of leading a team of Collectors
2
Skills For Collections Team Leader With German Resume
- Experience monitoring the quality of calls would be advantageous
- Direct people leading experience of 3-5 years in a Premium call center customer service environment (preferably in BFSI account)
- Management experience in leading teams of 12-20 people, min. 1 year
- Work closely with key stakeholders across the bank, defining how we work so that the team can continue to deliver a great Customer Experience
- Experience in managing international and multicultural teams would be an advantage
- Experienced in Operations Management and Capacity Planning (preferably in the AOM Methodology)
- Experience working in call centre dialler-based Collections/Hardship team with high call volumes and complex IT systems
- Experience working with predictive dialers & call center environment
3
Skills For Collections Senior Team Leader Wwcs Level Resume
- Excellent understanding of all aspects of collections and due diligence
- Work under pressure with strong time management kills
- Experience in Accounts Receivable/Collections
- Excellent German written and oral
- Very good English written and oral
4
Skills For Team Leader for Collections Resume
- Experience as Collections Team Leader
- Prioritize and delegate multiple tasks
- Manage dialler outputs and communicate dialler strategies for operational effectiveness
- Determination to achieve excellent results
- Strong attention to detail and a genuine concern and drive to continually sustain and improve quality and standards
- Ensure that the team operates within defined policies, processes and procedures and delegated authorities
- Hardship management experience
5
Skills For Cbps AU Collections Team Leader Resume
- Three years of experience in a collections or customer service environment
- Proven ability to meet/exceed performance goals
- Proven ability to coach and develop others to meet and exceed goals
- Inducting and training all new starters, completing one to one’s performance reviews and team meetings
- Using foreign language and new technology solutions on a daily basis, cooperating with various Clients
- Assessing and training needs to ensure all job knowledge is kept up to date
6
Skills For Collections & Disputes Team Leader Resume
- Understanding of Bank standards, compliance and procedures and credit management policy and procedures
- Being a member of the Credit and Collections leadership team
- Responsible for identifying, analyzing and reporting on serious/possible systemic issues
- Responsible for preparing AR reports, including AR Cash Flow reports, Bad Debt Reserves, and for presenting results
- Prepare and maintain applicable reporting, analytics, metrics and monthly reporting
- Be the first point of contact for customers taking complex queries, disputes and expressions of dissatisfactions. Following through to resolution
- Ensure service quality through Call Monitoring and random review of account actioning
- Manage stakeholders and standard processes within defined Accounting Operations service model; implementing change where necessary
- Proactively identify any knowledge gaps and work with our training team to develop training programs to close identified gaps
7
Skills For MB Collections Team Leader Resume
- Ensure team goals are met through reporting/trends/tracking
- Manage up to 10 collectors for EMEA region with daily coaching and guiding
- Evaluate calls and provide coaching feedback in accordance with GE Money’s Call Coaching Policy and Procedures
- Train and develop analysts, collectors and newer supervisors through 1:1 coaching, phone monitoring and audits
- Coordinate with outsourcing for printing statement of A/C
8
Skills For Team Leader, Global Collections Resume
- Actively encourage a culture of ownership, continuous improvement & high performing customer service standards in the team
- Manage the hiring process with the team
- A working knowledge of the Collection Landscape would be beneficial
- Responsible for keeping AR process well documented
- Social benefit packages including: private medical care, My Benefit
- Social benefit packages including: private medical care,Benefit sport club cards, life insurance
- Develop and promote GE Money’s reputation by executing on internal and external relationship opportunities
- Review quality compliance and auditing
- Monitor dialler performance and approve dialler changes (including exclusions)
9
Skills For Specialised Collections Team Leader Resume
- Deep understanding of customer and market needs and structure
- Achieve monthly targets on Flow Rates by driving team members’ performances
- Provide and gather regular and timely coaching and feedback to and from team members
- Perform problem solving, root cause analyses and daily management to manage and improve operational performance
- Manage Account receivable portfolio driving transparency and standardization
- Support Sector and Legal in restructuring bad debt
- Responsible with Group IT & the BCP group for ensuring day to day issues such as systems & telephones outages are resolved
- Reconcile differences between financial & system reporting
- Track and measure performance against set targets and objectives providing monthly feedback to all staff
10
Skills For Cbs-caf Collections Team Leader Resume
- Continuous development of collection officers including the management and delivery of the quality control process
- Enforce policies and controls in managing operations
- Education - Accounting, Finance or any Business related course
- Thorough understanding of the Fair Debt Collection Practices Act
- Knowledge of PC's including MS Word and Excel required
- Manages assigned portfolio through relationship building and the
- Conduct coaching and development plans for team members
- Adjust Statement of Account such as contra, absorbed, write-off and verify data before closing month end
- Monitor outstanding premium and control within 2 months
List of Typical Responsibilities For a Collections Team Leader Resume
1
Responsibilities For Team Leader, Collections Resume
- ERP knowledge be an asset (SAP)
- Provide resolution of problems and complaints and promote Citi Brand and Values in all interactions
- Monitor team/department productivity metrics
- Continually improve business processes
- Leverage business-wide knowledge for best practice
- Achieve daily dialler targets
2
Responsibilities For Collections Team Leader With German Resume
- Maintain and follow through on a personal development plan
- One-to-one with direct leader to focus on development plans
- Engagement in project work as required
- A proven track-record of working productively as part of a dynamic team and the ability to demonstrate an aptitude for maintaining results while playing an active role in a transformational journey and period of growth
- An enthusiastic, self-motivated and proactive demeanour and a track-record in leading by example and providing staff with guidance on performance expectations regularly
- Reputation for adherence to standards, policies and all regulatory requirements
- Coaching and developing our colleagues so that they have a full understanding of the end to end Collections process, including pre-arrears, default, pre and post write off recoveries
3
Responsibilities For Collections Senior Team Leader Wwcs Level Resume
- Inspiring colleagues to work towards the delivery of change projects, constantly looking for ways to improve working practices and increase the profile of the team
- Experience with complex stakeholders management on senior director level (required)
- Interacts internally and externally with executive level
- Fluent English, other European languages like Dutch, French or Italian would be an asset
- Plans, organizes and assumes responsibility for the quality and timeliness of the Collections team’s work
- Supports internal and external audit requirements in relation to AR processes
- Maintains quality metrics (KPI)
4
Responsibilities For Team Leader for Collections Resume
- Identifies areas for improvements / process optimization and takes all necessary steps to implement changes
- Provides detailed analysis of data for EMEA region, especially DSO sub-region calculations, cash performance, overdue overview
- Close cooperation with Management and Business
- Manage and prioritise all Financial Services activities to ensure that core KPI’s are achieved and all customer communications are accurately captured and recorded on the HCBF systems
- Ensure that customer detriment is identified, all available solutions are discussed and explored and the correct and most suitable solution is delivered
5
Responsibilities For Cbps AU Collections Team Leader Resume
- Agree within delegated authorities or recommend if outside of own authorities: financial reschedules, forbearance, write offs and bad debt provisions
- Carry out regular reviews of internal processes and deliver necessary improvements and remediation
- Generate and share detailed monthly reports on team performance and objectives
- Understand HCBF products, services, procedures and guidelines and communicate to team members
- Technically proficient in ALFA activities & can resolve complex queries
- Develop, coach and motivate Executives and Associates so that they are ready to meet the demands of the business as it evolves
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