Collections Team Lead: Customer Service & Escalations

Comunidade Metodista; Houston (TX); Sur place; USD 42 000 - 62 000; Plein temps

Résumé du poste

ChaseSource in Houston, TX is seeking a Customer Service Lead to provide hands-on leadership to a team of Customer Service Representatives in a fast-paced collections environment. You will monitor interactions, ensure compliance, and support delinquent account objectives.

The ideal candidate has 3+ years in customer service or call centers, strong de-escalation and negotiation skills, and the ability to coach a team effectively.

Qualifications

• High school diploma or GED is required.
• At least 3 years of experience in customer service or call centers handling escalated accounts.
• Experience in collections or debt recovery is a plus.
• Strong communication and conflict-resolution skills.

Responsabilités

• Coach and motivate CSRs by monitoring call quality and performance.
• Track attendance, workload, and performance trends.
• Resolve inquiries across the collections process and meet targets.
• Conduct escalated account research and manage payment collections.
• Handle account maintenance requests via calls, emails, and in-person visits.
• Collaborate with management on evaluations and training refreshers.
• Keep CSRs updated on procedural and product changes.

Connaissances

Customer service

De-escalation

Negotiation

Team leadership

Coaching

Microsoft Office

Formation

High school diploma or GED

Outils

Microsoft Office

Description du poste

ChaseSource in Houston, TX is seeking a Customer Service Lead to provide hands-on leadership to a team of Customer Service Representatives in a fast-paced collections environment. You will monitor interactions, ensure compliance, and support delinquent account objectives.

The ideal candidate has 3+ years in customer service or call centers, strong de-escalation and negotiation skills, and the ability to coach a team effectively.