Collections Team Leader

Before you apply to a job, select your language preference from the options available at the top right of this page.

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description

Collections Team Lead is a full-time position responsible for providing departmental administrative, coaching, technical training and support to associates ensuring accurate and efficient identification and application of customer payments. Judgment and independent initiative may be required to identify, adapt and apply approaches to solve problems. This position monitors the efficiency of processes at their maximum level and ensures process, policy, and procedure changes are administered

Key Responsibilities

• Act as a liaison between Associates and Supervisors
• Delegate / Assign tasks to associates
• Coach associates to maintain service levels
• Shares skill and knowledge with associates while addressing questions regarding the systems and work
• Stays current on service features and system enhancements through formal and informal training
• Assist and support associates with difficult work-related situations
• Empowered to take ownership of associate inquiries and concerns and to follow through on resolutions to ensure complete external and internal customer satisfaction.
• Responsible for providing assistance to resolve any problems that arise in the department.
• Prioritize the workflow to meet the deadlines of the department
• Communicates to Supervisor any issues or problems that need escalation or management attention.
• Identifies and implements changes and process improvements to maximize efficiency, decrease errors, and reduce costs within the department.
• Reviews status and quality reports and adjusts controls to ensure proper procedures and corrective action steps are in place.
• Reviews processes to ensure efficiencies are maximized within the department.
• Conducts audits, identifies exceptions, implements corrective actions, reports findings, and maintains schedules to ensure compliance with internal audit
  
  

• Is expected to be the leader of the work group
• Determines employees’ training needs to produce continuous development plans
• Provides on-going feedback and support to improve performance
• Holds others accountable to established performance levels to achieve individual and group goals
• Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork
  
  

• Must have effective and professional communication skills to work with internal and external customers
• Must be a team builder who facilitates cooperation
• Ability to work independently, make sound judgments, without supervision based on the needs of the process
• Willingness to accept change and perform additional duties as assigned according to business requirements
• Prerequisites
• Graduate/ Post graduate in any discipline with excellent verbal & written communication skills
• Knowledge of Microsoft Excel & Macros
• Excellent in data analysis & summarizing
• Proven experience and knowledge in Collection process is preferred