General Summary:The Collections Floor Lead is primarily responsible for providing supplemental Collector coaching and delivering timely feedback to the collection agents. This position is responsible for handling escalated customer calls, reviewing and approving account service requests and collector skill-up training. This position will assist Supervisors with floor coverage, facilitating team activities, and will assist with special projects, user acceptance testing when supporting project deployments, and any additional ad hoc requests to support operations. Duties and Responsibilities 1. Provide supplemental coaching, mentoring, and guidance to team members in accordance with the CBS call model to increase knowledge, quality and performance. Assist with collector skill-up training. 2. Assist with escalated calls, account approval requests, floor coverage, account reviews, and facilitation of team meetings/activities.3. Provide call support (incoming and outgoing) for all buckets within Collections as needed during peak times. Comply with all relevant policies and procedures for the specific bucket. (Duties can be found in the job descriptions for Collector I, II and III) 4. Perform all other duties as assigned by Management. Represent the business with special projects or initiatives (e.g. User Acceptance Testing)Knowledge and Skills* Demonstrate strong interpersonal skills* Strong communication skills (verbal/written) * Excellent organizational skills * Superior problem solving ability* Strong listening skills* Demonstrated capacity to teach and coach* Strong negotiations skillsEducation and Experience:* High School diploma or general education degree required. Bachelor's Degree preferred* At least 6 months of experience in a Collector II or Collector III role with HCA or a minimum of 5 years of collections experience* Strong working knowledge of HCA's Collections Department call model and systems* Working knowledge of skip tracing sources (i.e. Accurint).