Team Leader of Default Aversion

Team Leader of Default Aversion

Job Summary:

Under the direction of the Supervisor of Default Aversion, the Team Leader is responsible for all duties assigned to a Repayment Counselor as well as coordination of activities for a Repayment Counselor team.  As a Repayment Counselor, responsible for resolving loans for borrowers in delinquency and advising borrowers of their long-term repayment options within regulatory requirements.  As a Team Lead, provide coaching and training to Repayment Counselors assigned to the team.  Motivate team members and promote a positive and professional call center environment.  Collaborate with other team leads to identify training needs and develop best practices for the department.  Coordinate performance monitoring efforts with the Quality Control Analyst.

Essential Functions:As a Repayment Counselor, resolve loans for borrowers in delinquency and advise borrowers of their long-term repayment options within regulatory requirements.  Includes telephone or written contact with borrowers on repayment options and encouraging borrower action, telephone or written contact with lenders or servicers to reconcile default aversion assistance requests, managing case load assignments, and maintaining borrower data integrity. Lead case load assignments within performance requirements including timely and accurate follow-up with an individual borrowers.Meet individual performance goals, and contribute to team and department performance and revenue goals. Monitor team member schedules to ensure continuous phone coverage.  Also monitor individual team member performance in coordination with the Supervisor and Quality Control Analyst to ensure compliance with government regulatory, corporate, divisional, and department standards.  Assist team members with challenging and problematic accounts to diffuse calls. Assist in the training and on-going development of new and existing team members with policies, procedures and performance measures by motivating, coaching and guiding individuals to achieve departmental objectives. Regularly evaluate and implement strategies for measuring the effectiveness of team members including improving communication and performance. 

Qualifications:Bachelor’s degree or equivalent experience is required.Minimum 3+ years experience in a high volume call center environment; financial services or higher education industry experience a plus.Proficiency in Microsoft Office applications.