Loss Mitigation Team Lead

Position Overview

This position is primarily responsible for managing the Loss Mitigation team (responsible for the collection of Insurance Claims, Deceased Claims, Post Charge Off collections and vendor recoveries) by maintaining service and operational standards, while also providing services as needed to collect accounts and assign accounts to third-party collections vendors as applicable. The Loss Mitigation Team Lead will also supervise, counsel, and train all current and new Loss Mitigation team members.

Essential Job Functions:

• Oversees the Loss Mitigation team while reviewing accounts and serving as backup for all Loss Mitigation functions in the event of absences and/or vacations. Managerial duties will include scheduling, performance management, training, handling team complaints/grievances, planning/distributing work and queue assignments, and approving assignment of accounts to third-party vendors as applicable.
• Act as a liaison between Early-Stage Collections, Late-Stage Collections, and Customer Service teams by facilitating communication, creating and maintaining reports, and assisting with management requests and projects.
• Train and Develop Loss Mitigation team; utilize skills of team most appropriately.
• Manage and review team collection activities; direct and assign tasks to team members and assist team as needed.
• Manage complex or escalated collection accounts; leverage internal partners for resolution, as appropriate.
• Ensure team compliance with bank regulations and department standards. Remain current in all policies and procedures.
• Meet team members regularly to review performance and provide feedback.
• Act as primary liaison between Loss Mitigation Team and vendors used in facilitating recoveries (Includes Repo Auctions, and Post-Charge-Off Recovery Management)
• Answer incoming calls as needed including escalated calls. Answer customer and vendor questions, take payments and service delinquent accounts.
• Perform office duties such as filing correspondence, answering emails, and creating internal reports.
• Ensure operational integrity through compliance with all policies, procedures and regulations.
• Train and onboard all new employees.
• Other duties as assigned.

Minimum Qualifications:

• High school diploma (or equivalent) and three years of related experience (customer service, collections, or related); or equivalent combination of education and experience.
• Must work a flexible schedule inclusive of weekends and overtime to meet business needs.

Competencies:

• Excellent oral/written communication, negotiation and active listening skills.
• Strong attention to detail and accuracy while maintaining work in a fast-paced environment
• Knowledge of skip tracing, state/federal collections laws and queue management techniques.
• Demonstrates adherence to privacy and confidentiality guidelines.
• Maintains calm and professional demeanor in stressful situations.
• Proficient in Microsoft Word, Excel and Outlook. General working knowledge of internet-based applications, or Jack Henry SilverLake

Preferred, but not required:

• More than one year of collections experience with a focus in auto or powersport collections.
• Previous Collections Supervisory experience.
• Bi-lingual English and Spanish
• Previous experience utilizing Jack Henry SilverLake
• Working knowledge auction collateral valuation, insurance claims process, probate laws, skip tracing techniques and vendors, state/federal collection laws and que management techniques.

Location Details:

This position is considered a hybrid role. With management approval, an incumbent may work a combination of remote and onsite work to perform the regular responsibilities of the role. Actual schedule requirements may vary based upon business needs.

Onsite work may be performed at the following location: Reno, NV (10509 Professional Circle)

Compensation & Benefits

Base pay: $54,600.00 - $75,000.00

Old Second is committed to fair and equitable pay practices. Pay is dependent upon the pay range and the incumbent's knowledge, skills and experience.

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