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Lead Collector
Indianapolis , Indiana
February 24, 2017
Job Description:
Summary: The Lead Collector will be responsible for training new hires within the collections department and up training existing collectors. The Lead Collector will also be responsible for the new employees success and will continue to assist them during their first 2 months of employment until employee displays proficiency in the job. This position will also be taking escalation calls from the collectors, assisting collectors with difficult accounts, and taking on projects to assist in implementing processes and procedures within the collections environment. Ability to advance in the organization is based upon clear written individual goals and collection achievements.

Primary Job Responsibilities:

  • Conducts all training, including but not limited to new hire, refresher and compliance
  • Observes and monitors worker performance to verify that procedures are followed according to company standards
  • Compiles data and analyzes past and current year training requirements
  • Reports on progress of trainees and personnel to manager during training period
  • Conducts training on computer systems, client specific procedures, collections and collection techniques
  • Reports on progress of trainees and personnel to management
  • Constant review and updating of training manuals and materials. Also formulates training policies, programs, and schedules, based on knowledge of identified training needs, company production processes, business systems, or changes in products, procedures, or services
  • Counsels, coaches and gives support to associates regarding quality assurance issues and areas for improvement
  • Conducts and analysis the needs of collectors and confers with managers and unit manager to determine training needs
  • Selects appropriate instructional procedures or methods such as individual training, group instruction, demonstrations, role play, and computer-based training
  • Screens, tests, counsels, and recommends employees for continuous training programs
  • Uses several Tyco systems to perform collections, customer service, and reporting accurately
  • Other duties as assigned

Job Qualifications:
Associates Degree (preferred) and/or equivalent years of successful work experience in collections environment.

Minimum of 3 years accounting and collections experience
Minimum of 3 years of customer service experience
Commercial collection experience required
Pervious lead/trainer experience
Demonstrated Project Management experience with strong attention to detail
Progressive related experience with commercial collections in a B2B environment
Results driven and takes initiative
Superior skills on handling and resolving complex issues
Extensive research and skip tracing skills
Excellent written and verbal communication skills
Strong analytical skills and attention to detail
Flexibility to adapt and able to manage multiple assignments while working independently
Strong interpersonal skills and ability to work across multiple business functions
Ability to get your "hands dirty", has a strong work ethic, and excels in a fast-paced environment

Intermediate - advanced computer knowledge (Microsoft Excel, Word, GetPaid, Carms, CBS, Admin, and Compass, Access)
Ability to draft professional written communications
Excellent oral and written communication skills
Strong customer service aptitude/customer retention skills and organizational skills
Ability to be self-directed toward achievement of goals
Ability to multi-task and work independently
Strong attention to detail
Knowledge of principles and processes for providing customer and personal services. This includes meeting quality standards for services and evaluation of customer satisfaction
The ability to add, subtract, multiply, or divide quickly and correctly
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
Developing constructive and cooperative working relationships with others, and maintaining them over time
Job requires being reliable in fulfilling obligations within a work environment with limited flexibility
Proven ability to take initiative and work independently while remaining a good team player

A little about us:
Johnson Controls is a global diversified technology and industrial leader serving customers in more than 150 countries.

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