Team Lead, Call Center

Duncan Solutions, a wholly owned subsidiary of Navient, is a full-service tolling and parking management company and a leading provider of business processing services to government clients, including citation processing, debt collection, and integrated parking and tolling customer service.

This is an on-site position located in Irving, TX.

The Team Lead will be responsible for assisting the supervisor/manager with the performance of a Team. They will spend their time coaching, mentoring, training, auditing and reviewing errors, as well as assisting with projects as needed, while ensuring compliance with the FDCPA and achieving maximum agent production for the company and its clients.

Job Functions:

1. Staff training and development                                                                                                         

• Effectively communicate polices and new initiatives to staff
• Conduct individual and group training sessions with staff
• Monitor collector phone calls for quality and compliance

2. Assist in Account Resolution

• Assist with escalated phone calls
• Resolve debtor complaints
• Return any requested calls to customers
• Assist with taking inbound Customer Service and Collections calls when call volume is high

3. Administrative duties

• Assist management as needed with tracking collector production
• Assist with collector productivity monitoring through reports and daily productivity measurements
• Regular communication and updates of current individual and team performance tracks

MINIMUM REQUIREMENTS:

• Minimum of 12 months call center experience required
• PC experience in a Windows environment
• Basic keyboarding skills
• Must be able to obtain required License for collecting
• Knowledge of all federal and state rules and regulations governing collections including FDCPA, Privacy Act and FCRA

Preferred Qualifications:

• Leadership experience preferred