Team Lead – Account Resolution

Job Description

Overview

Outreach Legal, LLC provides personalized legal services with zealous advocacy for clients that have suffered injury or illness and are eligible for representation through VA Appeals. Our attorneys have substantial litigation experience, along with over a decade assisting disabled individuals through the complexities of our legal system. This gives our team insight into what is needed for your claim and how to get it. We are committed to helping those in need.

Job Overview

The Team Lead – Account Resolution will provide coaching, mentoring, and training to all collection specialists and collections Admins within their team. This position is responsible for monitoring the performance of all the team members on their assigned team and ensuring they are compliant with all SOPs and are providing excellent customer service to the Veterans we serve. The Team Lead – Account Resolution works hand in hand with other departments to ensure our Veterans are supported and can achieve the best outcomes. The Team Lead – Account Resolution will conduct quality assurance monitoring and report results to the Collections Manager. This position is remote and based out of our Gainesville Corporate Office.

About Our Perks, Compensation, & Benefits
• Compensation ranging from $46,800 – $64,400 per year PLUS monthly bonus.
• Medical, dental, vision, 401k program, and more.
• Paid time off, including seven (7) federal holidays plus two (2) flex holidays for DEI.
• Joining a rapidly growing organization.

Responsibilities
• Enhances staff accomplishments and competence by planning delivery of solutions; answering technical and procedural questions for less experienced team members; teaching improved processes; training new team members.
• Effectively establish rapport, present our company values, and create motivation with veteran clients, to assist in gathering necessary documents.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Ensure Team Members are utilizing company policies to efficiently assist our Veterans.
• Perform call monitoring on assigned team members; provide coaching to ensure effective communication of our processes and ensure metrics are being met and are being adhered to; and call take-overs to assist with challenging situations.
• Resolve objections, concerns, and issues consistent with the daily tasks within the Department.
• Assist Manager by identifying inefficiencies in work procedures in a priority manner and expediting workflow.
• Participate in training sessions to keep up to date on all policies and company news.
• Provide input on how to improve the quality of service to the veterans. • Perform other duties as assigned by the Manager.

Qualifications
• Authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
• 2-3 years of Collections Management experience.
• Ability to coach and support team to effectively work with Microsoft Outlook, Excel, CRM, and proprietary software applications to perform daily tasks for this position satisfactorily.
• Demonstrate effective communication of processes being delivered, including effectively overcoming objections and concerns.
• Strong ability to articulate thoughts in a precise and professional manner so veteran clients are clear on our process to assist.
• Ability to work in a fast-paced environment.
• Ability to work independently as well as in a team environment.
• Possess demonstrated commitment to customer service.
• Excellent interpersonal, analytical, and critical thinking skills.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of instructions.
• Ability to remain calm while working under pressure in a busy environment.
• Ability to work within the timeframe of standard policies and procedures.
• Ability to maintain confidentiality related to sensitive company and client information.
• Excellent ability to multi-task and prioritize in a busy, fast-growth environment.
• Detail oriented, diligent, and flexible.
• Excellent written and verbal communication skills.
• Professional or personal experience supporting individuals with disabilities preferred.
• Minimum internet speed of 25 Download/10 Upload.

EEO Statement

Outreach Legal is an EOE/Veterans/Disabled/LGBTQ employer.