Credit and Collection Spec - Team Lead in West Point, GA at WOW!

Date Posted: 9/6/2019

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Job Description

Credit & Collections Specialist -- Team Lead


Directs and coordinates activities of the Collections team and assists the Manager/Supervisor with keeping team informed of department objectives and results and providing coaching to improve performance. The Team Lead will also carry out the functions of the Credit and Collections Specialist, as time permits.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Monitors performance and provides coaching with the objective of improving individual and team performance.

  • Monitors, directs and assigns the daily workflow (dialer or manual) of the collections department.

  • Assists the Supervisor/ Manager in developing and maintaining a customer friendly Collections culture.

  • Ensures that all specialists are properly trained in departmental and collections procedures, and in providing excellent customer service. Provides ongoing training and coaching as necessary.

  • Evaluates and updates departmental training materials for accuracy.

  • Suggests proper staffing and staff hours to ensure excellent service. Adjusts daily tasks as needed based upon staffing.

  • Monitor customer requests to ensure company responds to changes in the marketplace.

  • Ensure that all Collections issues and concerns are forwarded to the Supervisor/Manager in a timely manner.

  • Maintains open communication with all staff, including management, field and office personnel.

  • Performs other duties as assigned.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Bachelor's degree from four year college or university; or two to three years related experience and/or training; or equivalent combination of education and experience.

  • Proven leadership experience in a comparable environment is strongly preferred.

  • Must possess excellent communication skills, both verbally and in writing. Must be comfortable with presenting information to groups of employees.

  • Ability to work with basic mathematical concepts, especially when interpreting statistical performance data. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Computer Skills:


  • Proficiency withword processing, excel spreadsheets, Internet software, E-mail, Database software, dialer system.

  • Must be able to use in-house systems in order to effectively produce metric reports.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to perform computer functions and operate routine office equipment.

  • Must be able to perform moderate walking throughout the call center.

  • Must be able to sit or stand for extended periods of time.

  • Must be able to travel for business purposes on an occasional basis

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer


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