Collections Team Lead in Cincinnati, OH at First Cash

Date Posted: 9/15/2018

Job Snapshot

Job Description

At FirstCash, Inc. (First Cash Pawn, Cash America Pawn, Cashland, & other brands), we take pride in our employees because they are talented, considerate individuals who are passionate about building trusted relationships with each other, our customers, and our community. Our unwavering commitment to provide an environment of integrity and fairness is only equaled by our desire to develop and empower each person to reach their full potential. We are a fully diverse organization built on the uniqueness of our customers and our employees. We've discovered it pays to be different! Will you come join us?

The Collections Team Lead will supervise the daily workflow and activities of the Collections Specialists. Responsible for the operations of the call center in the absence of the manager, to include leeadership and development of staff, meeting goals, satisfying customer relations standards, maintaining company standards, and recruitment and retention of quality team members. Assist with the daily productivity of the department by tracking workflow, observing performance and behavior, and recommending corrective action as applicable.

Duties include, but are not limited to:

  • Develop and support staff for maximum productivity, effectiveness and efficiency
  • Ensure production standards and goals are met by monitoring via daily, weekly and monthly queue audits of staff
  • Utilize company tools and programs to monitor progress of staff; identify development opportunities and/or recommend corrective improvement action to manager
  • Follow and train collection protocol (FDCPA), ensuring departmental and company policy and procedures are followed
  • Assist with daily productivity and workflow of department
  • Assist manager with reporting and other data-collection activity
  • Assist manager with timekeeping review and first-level audits; scheduling and maintenance of attendance records
  • Recognize employee and customer relations opportunities; reporting necessary information and recommendations for improvement to management