Collections Lead Account Specialist - (Kissimmee) in Orlando, Florida For Sale

POSITION SUMMARY Assist the Collections Manager with the supervision of the collections floor and with enforcing all departmental policies and procedures. Place outbound calls to delinquent customers as assigned. Solicit payment, make payment arrangements, and resolve disputes as applicable. Receive inbound telephone calls and handle as appropriate. Take over escalated calls and resolve owner disputes. ESSENTIAL FUNCTIONS Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential function as well as the physical demands satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform functions. Essential Functions Statement(s) Assist the Collections Manager with supervising a team of Account Specialists, while maximizing collections and maintaining a high level of guest service and customer satisfaction. Assist the Collections Manager with enforcing all departmental policies and procedures as established by the Vice President of Portfolio Services & Collections. Ensure compliance with FDCPA. Assist the Collections Manager with shadowing/training all new team members. Handle escalated collection calls and de-escalate them. Resolve owners’ concerns and disputes. See all issues through resolution. Act as a “Take-Over Agent" as needed. Assist team members with reviewing hardship cases and evaluate for passive recovery settlements, ensuring that revenue is maximized. Ensure timely resolution of all assigned owner issues, including owner callbacks and follow up as appropriate and as needed. To this end, constantly monitor email, ensure all emails are answered to/addressed within reasonable time, and communicate with Collections Manager and/or other departments as needed. Work with the Collections Manager to ensure floor coverage at all times during business hours. Place outbound calls on past due Loan and HOA accounts as assigned to determine the reason for delinquency and negotiate the collection of past due amounts. Receive inbound calls via the collections queue and handle as appropriate. Properly set appropriate follow-up schedules based on call dispositions. Request collections-related correspondence from Administrative Assistant as needed. Conduct skip-tracing as necessary using available tools and databases. Request files as needed. Manage special skip tracing projects as assigned. Adhere to all published deadlines and performance goals, including (but not limited to) outbound call goals, minimum login, availability, and work time goals, and cash collected goals. Conduct research related to delinquency as required or requested. Refer more complex research issues to Collections Manager or appropriate departments within a reasonable timeframe. Participate in proactive efforts in order to achieve company, departmental, and individual goals, including working overtime as required. Suggest ways to improve individual and departmental performance. Comply with all safety policies, practices and procedures. Immediately report all unsafe unethical and or illegal activities to management. Perform other duties and special projects as assigned. POSITION QUALIFICATIONS Competency Statement(s) Accountability - Ability to accept responsibility and account for his/her actions Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others Adaptability - Ability to adapt to change in the workplace Ambition - The drive to achieve personal advancement Analytical Skills - Ability to use thinking and reasoning to solve a problem Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea Business Acumen - Ability to grasp and understand business concepts and issues Change Management - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities Coaching and Development - Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas Communication, Oral - Ability to communicate effectively with others using the spoken word. Communication, Written - Ability to communicate in writing clearly and concisely Conflict Resolution - Ability to deal with others in an antagonistic situation Consensus Building - Ability to bring about group solidarity to achieve a goal Customer Oriented - Ability to take care of the customers’ needs while following company procedures Decision Making - Ability to make critical decisions while following company procedures Delegating Responsibility - Ability to allocate authority and/or task responsibility to appropriate people Diversity Oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards Financial Aptitude - Ability to understand and explain economic and accounting information, prepare and manage budgets, and make sound long-term investment decisions Goal Oriented - Ability to focus on a goal and obtain a pre-determined result Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace Judgment - The ability to formulate a sound decision using the available information Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions Organized - Possessing the trait of being organized or following a systematic method of performing a task Problem Solving - Ability to find a solution for or to deal proactively with work-related problems Resource Management (People & Equipment) - Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel Safety Awareness - Ability to identify and correct conditions that affect employee safety Strategic Planning - Ability to develop a vision for the future and create a culture in which the long range goals can be achieved Time Management - Ability to utilize the available time to organize and complete work within given deadlines Working Under Pressure - Ability to complete assigned tasks under stressful situations SKILLS & ABILITIES Must have knowledge of timeshare/vacation ownership. Three + years of collections work experience including asset recovery, preferably in the timeshare industry. One + years of supervisory experience in a call center environment. Ability to write routine reports and correspondence as well as the ability to listen, speak, read, and write clearly, effectively, and in a professional manner. Ability to communicate with attorneys acting on behalf of a delinquent owner as needed. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to use a standard 10-key adding machine. Ability to multi-task and prioritize, while working in a fast-pace environment. Ability to handle escalated calls. Personal computer skills including MS Office, Outlook, Internet Explorer. Must understand and adhere to the Fair Debt Collections Practices Act (FDCPA) and other State laws pertaining to the collection of delinquent balances. Concord knowledge is a plus. Bilingual preferred. EDUCATION/CERTIFICATION REQUIREMENTS Associate degree or equivalent from accredited college or technical school.
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