Team Lead – Collections & Retention

Team Lead – Collections & Retention

Department: Collections & Retention

Reports To: Assistant Manager – Collections & Retention

Location: Remote

US hours 9.5 hrs 5 days working

JOB PURPOSE

The Team Lead – Collections & Retention is responsible for driving the day-to-day performance of a team of Collections/Retention Executives ensuring recovery and retention targets are met while maintaining service quality compliance and a positive customer experience. The role acts as the first line of people management coaching and escalation handling within the collections floor.

KEY RESPONSIBILITIES

Team Management & Performance

• Supervise a team of 10–20 Collections/Retention Executives monitoring daily productivity call quality and adherence to schedule.
• Set and track individual and team targets for collections retention resolution rate and SLA compliance.
• Conduct regular one-on-ones huddles and performance reviews; provide real-time coaching and feedback.
• Identify skill gaps and coordinate refresher training with the Training/Quality team.

Collections & Retention Operations

• Drive portfolio-level collection and retention strategies to minimize delinquency and customer attrition.
• Handle escalated and high-value customer cases negotiating settlements or retention offers within approved limits.
• Monitor daily/weekly/monthly recovery and retention MIS flagging deviations to the Assistant Manager.
• Ensure accurate logging of customer interactions promises-to-pay and dispositions in the collections system.

Compliance & Quality

• Ensure all recovery and retention communication adheres to regulatory guidelines internal policy and code of conduct.
• Monitor call/chat quality scores and drive corrective action for non-compliant interactions.
• Support internal and external audits by ensuring documentation and records are accurate and complete.

Reporting & Coordination

• Prepare and share daily performance dashboards and root-cause analysis for shortfalls with management.
• Liaise with Quality Training WFM and Compliance teams to resolve floor-level issues.
• Escalate systemic customer issues process gaps or high-risk accounts to the Assistant Manager promptly.

REQUIRED SKILLS & QUALIFICATIONS.

• 4-5 years of experience in collections recovery or retention with at least 1 year in a team-handling/supervisory role.
• Strong understanding of collections/retention processes negotiation techniques and objection handling.
• Working knowledge of relevant regulatory and compliance guidelines applicable to collections/recovery.
• Proficiency with collections/CRM systems dialers and MS Excel for reporting.
• Excellent communication coaching and people-management skills.
• Ability to work under pressure and manage escalations calmly and effectively.

KEY PERFORMANCE INDICATORS (KPIS)

• Team collection/recovery achievement vs. target
• Retention/save rate for at-risk accounts
• SLA and first-response/resolution turnaround time
• Call/chat quality and compliance scores
• Team attrition and adherence to schedule