Team Lead- Pre 30 Day Collections

WHAT WE DO: LoanMart provides fast, professional assistance to financially stressed or credit-challenged borrowers. Our place in the community was built over twenty-five years, growing from a family-owned single storefront in Van Nuys into the largest auto title lender in California.

ABOUT THE TEAM: The Pre-30 Day Collection Team provides exceptional, compliant customer service to customers whose accounts are under thirty days' delinquent. The team educates, negotiates, and removes perceived barriers that are otherwise preventing customers from making payments.

Team Lead Responsibilities

• Generate and share daily account lists and performance updates; review accounts for accuracy, follow-up needs, and proper verification.
• Monitor overall team activity, including call handling, queue engagement, chat interactions, and dialer performance.
• Provide hands-on coaching to new hires and current team members through side-by-side support, call monitoring, feedback, and policy reinforcement; train new hires on-site when needed.
• Maintain a positive team atmosphere, motivate staff, and lead by example while also managing a small personal account queue.
• Review and route accounts requiring follow-up, such as broken payment arrangements or returned payments.
• Assist the Supervisor with performance improvement initiatives and handle customer escalations when management is unavailable.
  
  

Collection Responsibilities

• Apply exceptional negotiation and collections techniques to bring in payments
• Identify prime collection opportunities
• Provide effective education and service to our customers to minimize the need for vehicle repossession in later delinquency stages
• Utilize negotiation skills to negotiate payment terms and methods with customer, while reducing stalls and obstruction to payment opportunities.
• Ability to thrive in a fast-paced environment.
• Other duties may be assigned, as needed.
  
  

Requirements

We value a strong work ethic, attention to detail, and the ability to handle complexity. Here's what you'll need:

• Exceptional customer service skills
• Exceptional listening skills
• Must be able to handle high inbound and outbound calls
• Comfortable with a performance bonus incentive compensation structure
• Ability to talk-and-type at or above 45 words per minute
• Computer literate in the use of email and group chat systems.
• Work-from-home requirements: distraction-free environment, reliable internet bandwidth suitable for internet-based phone calls.
  
  

Position Structure And Perks

• Tuesdays and Wednesdays are in-office in Van Nuys, CA. Monday, Thursday, Friday, and the occasional Saturday are work-from-home. Schedule and hybrid design are subject to change depending on business need.
• Casual dress code- we value individuality and personal preference- wear what fits your lifestyle.
• Well-fed employees are energized employees. Employees enjoy a complimentary espresso bar, breakfast, and grab-and-go snacks. Lunch is catered lunches every Tuesday.
• Health matters- We offer top tier medical, dental, vision plans. Free life Insurance and for-purchase supplemental insurance plans are also available.
• 401(k), Employee Assistance Programs.
• Multiple paid time off programs.
  
  

WORKING AT LOANMART: Employees enjoy a work environment that rewards performance and celebrates accomplishments. We do not tie up good ideas in a bureaucratic maze; good ideas come from everywhere, and we want our employees to speak up and be recognized. Career advancement is a matter of turning an idea into an objective. If you're driven and meet the qualifications above, we want to hear from you.

To learn more about the loans we market and service, visit our websites at https://www.800loanmart.com/ and https://www.choicecash.com/.

Job Posted by ApplicantPro