The Collections Team Lead allocates work as a team leader for a small team of clerical/support employees. Delegates and supervises straightforward tasks. Applies working knowledge of technical and professional principles and concepts and in-depth knowledge of team objectives. Ensures the quality and service of self and others. Good understanding of procedures and concepts within own technical/subject area. Good understanding of how the team integrates with others in accomplishing the objectives of the area. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to the team. May be involved in allocating and checking the work of other members of the team. May play a mentoring role, coordinating tasks for the team and/or checking on completion and quality of work.
Responsibilities:Assist day-to-day operations of the call center area to ensure smooth workflow and to achieve predetermined goals.Assist manager with coaching a team of approx 35-45 representatives in a manner that ensures high quality customer care, focused on building and retaining valuable customer relationships and committed to the delivery of value-added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes.Build effective and strong teams committed to delivering world-class customer care and achieving organizational goals.Accurately assess strengths and development needs of employees including timely and specific feedback and performance management. Initiate and develop relationships with others throughout the business unit and the company in order to identify and understand customer and business needs. Create and foster a trusting and engaging work environment.Ensure a culture of accountability, integrity, and respect.Identify and analyze escalated problems and provide guidance to team members for resolution.Negotiate solutions and act as a liaison with internal and external customers when necessary.Monitor, research, and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations.Perform other job-related duties as assigned.Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervising the activity of others and creating accountability with those who fail to maintain these standards.Qualifications:Strong communication skills. Solid PC Skills. Ability to make sound business decisions. Strong performance management abilities. Solid leadership skills and ability to direct and motivate staff with integrity and ethics. Interpersonal skills and ability.Education:Bachelor's degree.Job Family Group: Operations - Collections Default
Job Family: Core Collections
Time Type: Full time
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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