Huntington National Bank Team Lead Credit Card in Akron, Ohio
Schedule: Base schedule of Monday-Friday 12:00pm to 9:00pm, Saturdays on rotating schedule.
Oversees daily operation of the Customer Assistance Team -- Credit Card, by monitoring call queues, assigning/monitoring manual queues, managing break/lunch schedules, etc.
Provides support to the Credit Card representatives through coaching via call reviews, side-by-sides and daily feedback.
Mans the Customer Assistance Assist Line and provides real time support to Credit Card Collections representatives.
Responsible for reviewing and updating training material as needed.
Responsible for training Customer Assistance staff members on all departmental policies and procedures.
Responsible for monitoring Customer Assistance staff to ensure compliance with departmental policies and procedures.
Completes a wide variety of administrative tasks to include research requests and payment reversals.
Completes monthly Quality Assurance reviews on Credit Card Collections representatives.
Required to work on dialer to handle calls when business needs dictate.
Consistently meets established individual and departmental goals as it concerns quality and other service level metrics.
Complies with all policies and procedures set forth by Huntington.
Adheres to Federal Regulatory requirements regarding debt collections.
High school diploma or GED.
3-5 years of customer service or call center experience, to include at least 1 year of collections experience.
Working knowledge of Microsoft Word and Excel and MSP, TSYS and FDR
Qualified candidate should possess excellent skills in verbal and written communication, negotiation, interpersonal relationships, decision making and time management.
Previous management and/or Senior Collector experience is a plus.
Will need to demonstrate through experience and during interview the ability to lead a dynamic group, manage diversity, effective listening and having provided coaching, skill development and feedback to the staff.
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity
Tobacco-Free Hiring Practice: To demonstrate our commitment to health and wellness, Huntington will not hire any candidate who uses tobacco or any nicotine product including, but not limited to, cigarettes, cigars, pipes, smokeless tobacco, chewing tobacco, snuff or snus, nicotine gum, the nicotine patch or any other kind of nicotine replacement product (where permitted by applicable state law). Candidates applying for positions in those states will be notified of this practice during the recruitment process and, if offered a position, will be screened for cotinine (to check for use of tobacco and/or nicotine products and/or nicotine replacement therapy products) before they begin employment. If the position to which you're applying is covered by this practice, the job application will provide greater detail as to what constitutes tobacco use.
Huntington does not accept solicitation from Third Party Recruiters for any position.