Credit Services Team Lead

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Shift: Monday - Thursday: 2pm - 11pm ET, Friday: 12pm - 9pm ET or 12pm - 11pm ET 4 days a week

Summary:

The Credit Services Team Lead oversees daily operations of a Credit Services area/department. Provides support to Collectors through coaching and handling of escalated customer issues and more complex accounts. Responsible for adherence to department policies and procedures by Collections unit staff. Exchanges information and resolves moderately complex customer issues. Distributes, assigns, reviews and/or supervises workflow. Handles the more difficult problems and confers with supervisor regarding the most unusual cases.

This position is fully cross‑trained to perform various functions in the area and ensures cross training of others.

• This position is fully cross-trained to perform various functions in the area and ensures cross training of others.
• Provides support to Collectors through coaching and handling of escalated customer issues and more complex accounts.
• Oversees daily operations of the assigned team—may monitor call queues, assign/monitor manual queues, manage break and lunch schedules, etc., and identify opportunities for improvement within the team/department.
• Complies with all policies and procedures set forth by Huntington and trains staff members on policies and procedures. Adheres to Federal Regulatory requirements regarding debt collections.
• Reviews and updates training material as needed.
• Distributes, assigns, reviews and/or supervises workflow. May review and approve schedule changes.
• Handles the more difficult problems and confers with supervisor regarding the most unusual cases.
• Completes monthly Quality Assurance review on colleagues.
• Completes a wide variety of administrative tasks and other duties and projects as assigned.

• High school diploma or equivalent.
• 1 year of collections experience.
• 3 or more years of customer service or call center experience required.

• Demonstrated strong leadership qualities.
• Working knowledge of Microsoft Word and Excel; other computer application experience a plus.
• Excellent verbal and written communication, negotiation, interpersonal relationships, decision‑making, and time‑management skills.
• Previous management and/or senior collector experience a plus.
• Ability to lead a dynamic group, manage diversity, listen effectively, and provide coaching, skill development, and feedback to staff.
• Knowledge of consumer and collection laws a plus.
• Goal‑oriented and self‑motivated.
• Knowledge of Debt Manager, FDR, CACS, MSP, and HOGAN systems helpful.

No (eligible for overtime pay)

Office. Certain positions outside our branch network may be eligible for a flexible work arrangement, combining in‑office and work‑from‑home options.

$21.00 – $22.00 hourly. Actual compensation may vary based on location, experience, and performance. Eligible for an incentive compensation plan and a range of benefits including health insurance, wellness programs, life and disability insurance, retirement savings, paid leave, paid holidays, and paid time off.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice:
Visit Huntington's Career Website for more details.