Collections Specialist Lead - Remote local

Starting $18 - $25/hour plus monthly bonus and shift differentials.

*THIS IS A REMOTE ROLE BUT REQUIRES 1 WEEK OF TRAINING IN OCOEE AND TO BE RESIDING IN THE CENTRAL FLORIDA REGION*

This position is responsible for developing team members in Call Center Collections (third party collections) by providing resolutions to problems and inquiries and coaching and feedback on performance while maintaining all relevant documentation. Additional responsibilities include monitoring in and outbound calls to ensure proper customer service and collection methods and provide reporting to management. Secondary responsibilities include providing assistance to the ICA Manager and Account Services Director as requested on routine tasks and special projects.

Position is responsible for complying with all Federal and State laws and regulations as well as internal policies and procedures.

Essential Duties and Responsibilities includes, but not limited to the following:

• Responsible for all aspects of third-party collection efforts on the delinquent accounts in the portfolio to ensure compliance to servicing agreements and company procedures.
• Participates in interviewing of job applicants.
• Assists ICA Manager with achieving team performance expectations.
• Coach, develop, and motivate staff to improve their performance and maximize effectiveness.
• Assist the ICA Manager with evaluation and completion of performance reviews for team members.
• Handle customer escalation issues and work to resolve them to a mutual benefit.
• Monitor telephone calls to ensure proper customer service and collection methods and provide reporting to management.
• Recommends and implements enhancements to improve the effectiveness and efficiency of department processes.
• Administrative tasks include preparing reports and scheduling of staff.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must be proficient in Microsoft Office Suite products, detailed orientated, self-motivated, and disciplined. Require little to no supervision to follow through on assigned responsibilities and tasks. Multitask and handle heavy workloads in a timely manner. Multi-lingual is a plus.

• Call Center Experience 2 years required
• Collections Leadership experience 2 years required

Education and/or Experience: Associate degree (A.A) or equivalent from two-year college or technical school, two or more years of supervisory experience in a related field. Associate degree (A.A) or equivalent from two-year college or technical school, two or more years of supervisory experience in a related field.

Why Westgate?

• Comprehensive health benefits – medical, dental, and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, parental leave, and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team members (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

Job Type: Full-time

Salary: $18.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Physical setting:

• Call center

Schedule:

• 8-hour shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Experience:

• Call center: 2 years (Required)
• Collections Leadership: 2 years (Required)

Work Location: One location

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Paid training
• Parental leave
• Tuition reimbursement
• Vision insurance
• Work from home

Physical setting:

• Call center

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay
• Monthly bonus

Ability to commute/relocate:

• Ocoee, FL 34761: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call Center: 2 years (Required)
• Collections Leadership: 2 years (Required)

Language:

• Spanish (Preferred)

Work Location: Hybrid remote in Ocoee, FL 34761