Team Leader - Customer Accounts Bilingual

CA-ON-Toronto
Requisition ID
2017-29695
Employee Type
Full Time-Regular
Category
Collections

Overview

The Team Leader – Customer Accounts Bilingual is responsible for leading and developing a team of 5-10 customer account representatives that collect on active lease delinquencies.  The Team Leader – Customer Accounts will have contact with other Company departments as well as external vendors and customers.

 

  • Reviewing, monitoring and managing the activity of the Collections department and the minimization of past due receivables through active collections and prompt conversion of receivables into cash.
  • Monitoring and managing a team of telephone collectors and associated work queue assignment to ensure equal and accurate distribution of accounts
  • Performing monthly audits on team member activity to ensure efficient and timely work standards are being met;
  • Monitoring collection phone queues to ensure fair distribution of incoming calls to meet service standards
  • Working with management in the process of hiring, training and performance reviews of applicable team members
  • Ensuring the proper application of GM Financial’s policies and procedures and the implementation of effective collections strategies resulting in the minimization of losses
  • Address any customer complaints concerning billing or service rendered and work as liaison with client accounting to achieve resolution on payment issues
  • Review all requests for repossession, approving within authorities and making recommendations to senior management for further action
  • Working an active queue of 91+ delinquent accounts to ensure proper action and resolution.

Responsibilities

Job Duties

Delinquency Management – 50%

  • Process and review regular daily, weekly and monthly reports reviewing the activity of team members on active delinquent accounts to ensure sound, prudent policies, procedures and practices are exercised daily and that operating procedures fall within the company’s risk tolerance levels and legal regulatory guidelines
  • Maintain a three month rolling average delinquency rates within acceptable range as outlined in departmental goals and objectives
  • Ensure proper distribution of work and schedules to ensure maximum coverage

 

Performance Management – 35%

  • Establishes and review objectives and accountabilities for all team members and create development plans
  • Complete monthly reviews and audits of team member activity to ensure compliance with policy, procedure and legislative requirements
  • Provide ongoing feedback through regular individual and team meetings and mid-year and yearly performance appraisals
  • Assist in the hiring and training of new employees and ongoing morale of the team
  • Promote a cooperative and productive work environment
  • Manage attendance tracking as per company guidelines

 

Reporting, Authorities and Direction – 10%

  • Complete regular reporting to be provided to middle and senior management related to losses, activity and performance of team members
  • Approve within authorities write offs, invoices and/or related expenses
  • Review and decision requests for repossessions..
  • Keep abreast of ongoing legislative changes that impact area of responsibility
  • Ensure operating procedures fall within the company's risk tolerance level and legal regulatory guidelines
  • Assist with review and creation of policies related to work processes.
  • Review all escalations providing direction to team members or additional escalation with recommendations to middle management.

 

Administration – 5%

  • Ensure all invoices and approvals are processed within a timely manner
  • Review and approve all request for refunds, credits to file and due date change request for accuracy and integrity 

 

REPORTING RELATIONSHIP

Reports to: AVP – Collections and Recoveries

Direct Reports: 5-10

Qualifications

Education

  • High school diploma required. Secondary school degree required
  • Bachelor’s degree preferred

 

Experience

  • Minimum 5 years’ experience in collection/debt management environment plus customer service or related experience in the leasing /financial services industry or related work environment.
  • Minimum 2 years management experience of 5 or more staff in a Collection or  financial service environment 

 

Knowledge/Skills

  • Excellent written and spoken communication skills in English and French
  • Detail oriented to ensure accuracy when dealing with client accounts and performance management
  • Strong analytical and decision making skills
  • Ability to prioritize, organize, and multi-task to ensure proper follow-up on accounts
  • Strong interpersonal skills and a proven team player

 

Working Conditions

 Physical Demands

  • Sitting – Continuous
  • Repetitious body motions – Frequent
  • Clicking of the mouse - Frequent
  • Writing - Frequent
  • Holding telephone – Frequent
  • Maintaining one position - Frequent

 

Sensory Demand

  • Counseling - Frequent
  • Talking to customers/clients
  • Negotiating
  • Taking telephone messages - Occasional
  • Listening Occasional
  • Giving direction/instructions

 

Environment

  • None

 

Disagreeable Conditions/Hazards

  • Verbal abuse – Occasional
  • Interruptions – Frequent

 

GM Financial is an equal-opportunity employer, and is committed to diversity and inclusiveness in its employment practices. Employees must meet qualification standards that are job-related and consistent with business necessity and must be able to perform the essential job duties of the position, with or without reasonable accommodation. If you require a specific accommodation because of a disability or medical need, please contact hrconnection@gmfinancial.com or call 1-866-411-4748.

 

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  Your function may not be limited to this and changing duties and responsibilities should be expected to meet changing business requirements.

 

 

 

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