Job Description

Support Team Lead

SUMMARY

The Support Team Supervisor’s primary responsibility is to lead, coach, and develop the team members towards achieving the Departments service level agreements and financial goals. This role will have both administrative and technical supervisory responsibilities for the Credit Team. The Supervisor will handle escalated credit decisioning per the Credit Policy Grant of Authority and must be able to gather and analyze credit, financial, and other pertinent data to determine risk involved in extending credit to our commercial customers. Success in this area will involve maintaining and improving overall team KPIs around service level performance for the team. The Supervisor will work directly with AR Manager, Team Lead, and other Supervisors within the department on day-to-day job responsibilities. This position will report to the AR Support Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Lead, coach, and develop the Support team towards achieving the Departments service level agreements and financial goals by monitoring day to day functions of the team, including but not limited to, answering questions in the teams chat, monitoring the call/email/chat queues and assisting in these areas when there is backlog
• Ability to present information and respond to questions from internal business partners and customers
• Handle escalated credit decisioning, updating credit terms, write-off approvals, and reviewing refund requests, per Credit Policy Grant of Authority Matrix
• Must be able to gather and analyze credit, financial, and other pertinent data to determine risk involved in extending credit to our commercial customers
• Be actively involved in department continuous improvement projects by identifying improvement opportunities, working on or leading team projects.
• Provide feedback on performance metrics to Manager

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.

• Excellent quantitative and analytical skills
• Ability to prioritize tasks in a fast-paced environment
• Strong decision-making skills with the ability to communicate professionally across various levels of customers
• Achieves high-level sustainable performance and results
• High Proficiency with Microsoft Office products (Outlook, Word, Excel, and Power Point), Salesforce, Peoplesoft, and other business software systems as needed
• Knowledge and proficiency in using credit agency reports, such as DNB and Credit Safe
• Extensive knowledge and proficiency of the departments policies and procedures
• Working knowledge of Credit/Collections in the Americas

EDUCATION and/or EXPERIENCE

Bachelor’s Degree in Business related field preferred; and minimum 5 years commercial credit experience or equivalent combination of education and experience preferred. Two years of call center leadership preferred.

SUPERVISORY RESPONSIBILITIES

Lead for a team of 10-20 associates in a call center setting.

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS

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.

• Please refer to Essential Duties and Responsibilities

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