Client Care and Recovery Lead

Job Summary

The Client and Account Recovery Lead oversees the daily customer workflows, including call volume and in-person visits while ensuring timely, accurate resolutions for all service requests. 

The following qualifications/characteristics are required:

1. Ability to lead the associates to meet the department goal.
2. Ability to do side by side training of the associates. 
3. Can prepare management reports for the use of the Immediate Heads 
4. Ability to recommend solutions for exceptions beyond existing policies and suggest process improvements where needed. 
5. Ability to support operational needs by performing other duties and special projects as assigned by the immediate head

Duties and Responsibilities

1. Manages daily associate workflows, overseeing the escalation and resolution of inquiries while tracking productivity and quality metrics.
2. Manages multi-channel inquiries, leveraging strong negotiation skills to provide realistic solutions and feedback for both external buyers and internal teams.
3. Performs customer save strategies by offering payment arrangements to successfully overturn cancellation requests.
4. Oversees collections and bank financing accounts for call out. Conducts calls to buyers to secure payments and documenting delinquency reasons to support internal reporting and data analysis.
5. Analyzes and ensures the timely submission of daily and monthly reports, covering email volume, call metrics, retention/save efforts, complaint monitoring, and associate productivity.
6. Supports operational needs by performing other duties and special projects as assigned by the immediate head.

Technical Competencies and Skills

• Critical thinking and analytical skills, used for identification of root cause and problem owners. 
• Keen eye for details and relationship of variables 
• High leadership skills which allow the person to manage people and effectively liaise with department heads for requirements regarding complaints 
• High communication and people skills to effectively and accurately impart information disseminated internally and externally. 
• Adept in continually learning the latest platforms, operations processes
  

Education, Trainings and Licenses Required

Bachelor's degree in any business-related course, such as Management, Marketing