Lead, Residential Collections

JOB SUMMARYThe Lead, Credit Services is the primary contact for Credit Services’ team questions and customer escalations. They provide expert support as it relates to troubleshooting Credit Services issues and/or handling complex customer inquiries and assists Supervisor/Managers with oversight of daily department work activities.

Assignments are broad in nature and often require originality and ingenuity. Works under minimal supervision.

MAJOR DUTIES AND RESPONSIBILITIESActively and consistently supports all efforts to simplify and to enhance the customer experience. Assists representatives with questions/escalations in a timely, thorough and efficient manner. Includes contacting customers as necessary and interacting with management internally and in other departments.

Works closely with representatives and assists with briefings, trainings, or other coaching opportunities as needed. Provides feedback to supervisor/ manager as appropriate.

Provides reporting to supervisors/managers which assists them in monitoring the performance of team members.

Observes associates/specialists to ensure adherence to company policies and procedures, reporting discrepancies back to the supervisor / manager for follow up.

Adapts procedures, processes, tools, equipment and techniques to accomplish the requirements of the position.

Identifies and presents opportunities for improved operational procedures and customer satisfaction both internally and externally to the department supervisor and manager on an ongoing basis.

Remains current and knowledgeable on every aspect of credit services.

Performs department audits for adherence to established policies and procedures.

Proactive in ongoing projects.

Active in building a team environment.

Perform other duties as assigned.

REQUIRED QUALIFICATIONSSkills / Abilities and Knowledge

Ability to read, write, speak and understand English Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.

Ability to effectively present information and respond to questions from leaders, clients, customers, and the general public.

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

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

In depth Knowledge of the ICOMS and/or CSG billing systems, extensive knowledge of billing cycles and cross divisional procedures. Industry specific billing system knowledge preferred.

Demonstrated working knowledge of computers, spreadsheet and word processing software is required.

Possess good verbal, written and interpersonal communication skills in order to communicate effectively and professionally with internal and external customers.

Requires self-motivation, accuracy, problem solving and the ability to perform effectively in a fast paced multi-tasking environment.

Ability to make sound business decisions’ and multi-task in a fast paced environment. Knowledge of Microsoft Excel and Office a must

Experience in banking industry preferred

Education

High school diploma or general education degree (GED)Related Work Experience Number of Years

Related experience in similar field and/or training 4+Experience dealing with and resolving difficult and escalated issues 3+Experience in collections or customer service preferred. 3+Operational knowledge of Sales & Customer Service is preferred.

3+WORKING CONDITIONSOffice environment

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability CCO104 334147 334147

BR