Call Center Team Lead

Brief Description: Supervises and coordinates the activities of staff engaged in responding to customer questions, complaints, and requests for information and collecting residential mortgages to ensure production and collection goals are met. Job Responsibilities: ESSENTIAL FUNCTIONS:1.  Performs or supervises all personnel and functions related to residential mortgage collections.2.  Reviews status of delinquent accounts and assists staff in collecting on delinquent consumer loans using established telephone and letter techniques.3.  Manages team portfolio to ensure all assets are actively worked in accordance with minimum requirements and investor guidelines, including adjusting daily collection strategies as needed.4.  Reviews and monitors the progress of routine collection activity, delinquency reports, and exception reports.5.  Oversees staff training and assists in career development.6.  Identifies portfolio anomalies and provides feedback and corrective action solutions to management.7.  Monitors staff collection calls to maintain compliance with FDCPA and other applicable laws and regulations. 8.  Monitors incentive compensation program and recommends changes if necessary9.  Resolves disputes and complaints from borrowers that have elevated beyond the Support Desk and account representatives. Qualifications: GENERAL SKILLS AND ABILITIES:1.  Thorough knowledge and understanding of the Fair Debt Collection Practices Act.2.  Proficient knowledge of personal computers using Microsoft Word, Excel, and Outlook.3.  Ability to handle multiple tasks and deadlines with attention to detail.4.  Organizational skills.5.  Project management skills. 6.  Ability to supervise staff. Strong customer service background in a call center environment.7.  Thorough understanding of escrow management, including taxes and insurance requirements.COMMUNICATION SKILLS:1.  Ability to effectively communicate with coworkers, peers, and management through written and verbal communication. 2.  Ability to communicate with customers, internal departments, and other third parties in a professional manner.3.  Ability to deal with varied and often difficult personalities while maintaining an even temperament.4.  Ability to deal effectively with performance problems.5.  Ability to motivate, coach, and train staff.6.  Ability to handle and resolve recurring problems in a tactful manner.7.  Negotiation skills.8.  Excellent listening skills. MANAGEMENT RESPONSIBILITIES:  1.  Establishes specific, attainable, and measurable goals for staff and provides on-going feedback on performance. Requires ability to supervise several staff including ability to ensure projects are completed on time and staff is adequately trained and motivated.2.  Evaluates, promotes, and recommends promotions and salary increases in accordance with company standards and timelines.3.  Handles disciplinary actions in accordance with company policies. MINIMUM QUALIFICATIONS: 1.  High School Diploma or equivalent.2.  Supervisory experience, preferably in a call center environment.3.  Five or more years related experience or equivalent combination of education and experience. Merrill Lynch is an Equal Opportunity Employer. The Firm and its affiliates do not discriminate in employment because of race, color, religion, gender, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other criteria prohibited under controlling federal, state or local law. Please register and apply using this link : Merrill Lynch Careers Company Description: Merrill Lynch is one of the world's leading wealth management, capital markets and advisory companies, with offices in 38 countries and territories and total client assets of almost $2.0 trillion.Merrill Lynch offers a broad range of services to private clients, small businesses, and institutions and corporations, organizing its activities into two interrelated business segments - Global Markets & Investment Banking and Global Wealth Management, which is comprised of Global Private Client and Global Investment Management. As an investment bank, it is a leading global trader and underwriter of securities and derivatives across a broad range of asset classes and serves as a strategic advisor to corporations, governments, institutions and individuals worldwide.Merrill Lynch owns approximately half of BlackRock, one of the world's largest publicly traded investment management companies, with more than $1 trillion in assets under management.We're growing our business by helping clients grow theirs.Our client relationships are among our greatest competitive assets. We deepen and enrich these relationships through disciplined growth, innovation, and seamless execution.