Collections Team Lead

Job Title: Collections Team Lead

Reports To: Collections Manager

FLSA Status: Non-Exempt

Department: Collections

JOB SUMMARY: Responsible for providing day-to-day guidance coaching and operational support to a team of collections agents to ensure adherence to established procedures performance standards and regulatory requirements. This role is primarily focused on hands-on execution real-time coaching and monitoring performance against defined metrics. The Collections Team Lead operates within established guidelines and collaborates closely with the Collections Manager on staffing policy and performance-related matters.

ESSENTIAL JOB FUNCTIONS:

Team Support & Performance Monitoring

• Provide day-to-day coaching guidance and real-time feedback to assigned collections agents to support performance against established metrics including Right Party Contact (RPC) conversion rate Promise-to-Pay (PTP) kept rate handle times and Quality Assurance (QA) scores.
• Conduct regular one-on-one coaching sessions side-by-sides call monitoring and case reviews to reinforce best practices and address performance gaps.
• Monitor schedule adherence attendance and punctuality; communicate observations and coverage needs to Workforce Management (WFM) and the Collections Manager.
• Review daily weekly and monthly performance reports and communicate results trends and improvement opportunities to management.
• Provide performance observations and recommendations to the Collections Manager; does not independently issue discipline determine compensation or make promotion or termination decisions.

Operational Support

• Monitor agent documentation of customer interactions payment arrangements and account activity for accuracy and completeness; escalate issues as appropriate.
• Review payment plans workout options hardship programs settlements and escalated account resolutions within clearly defined guidelines and delegated approval limits; escalate exceptions to management.
• Identify trends in delinquency customer behavior agent performance and communicate observations and potential improvement opportunities to leadership.

Compliance & Quality Assurance

• Support compliance with FDCPA UDAAP TCPA FCRA CFPB guidelines and internal policies by monitoring calls reinforcing accurate disclosures and ensuring proper documentation.
• Reinforce compliant call handling and quality standards through coaching call reviews and quality assurance feedback.
• Monitor completion of required training and certifications and communicate gaps or concerns to management.
• Escalate potential compliance risks policy deviations or quality issues to the Collections Manager or Compliance team.

Customer Experience & Escalation Support

• Serve as a first-level escalation resource for complex or sensitive customer situations within established procedures.
• Assist agents with challenging negotiations while balancing customer advocacy and business objectives.
• Support management by gathering information and documentation related to customer complaints hardship cases or regulatory inquiries.
• Promote a customer-focused culture emphasizing empathy professionalism and effective resolution.

OTHER JOB FUNCTIONS:

• Ability to work overtime as business needs require.
• Ability to work a flexible schedule which may include evening shifts.
• Ability to work weekends as scheduled or required to support operational needs.

MINIMUM QUALIFICATIONS: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• High school diploma or equivalent required; associates or bachelors degree preferred.
• Minimum of two (2) years of experience in collections financial services or a customer-facing role.
• Proficiency in email communication and Microsoft Office applications including Word and Excel.
• Working knowledge of consumer financial regulations including FDCPA UDAAP TCPA FCRA and CFPB requirements.
• Working knowledge of basic business math concepts including payment calculations and balance reconciliation.

COMPETENCIES:

• Customer Service: Demonstrate empathy professionalism and a strong commitment to delivering an exceptional customer experience.
• Team Support & Coaching: Provides day-to-day guidance coaching and feedback to support agent performance and skill development in alignment with established expectations.
• Performance Monitoring: Uses established metrics and KPIs to monitor performance identify trends and communicate improvement opportunities to management.
• Communication: Communicates clearly and professionally listens actively and adapts messaging appropriately when working with customers peers and leadership.
• Problem Solving: Applies sound judgment to assess issues follow established procedures and escalate complex situations as appropriate.
• Compliance Awareness: Demonstrates working knowledge of regulatory requirements and reinforces compliant behaviors through monitoring coaching and adherence to policies.
• Customer Focus: Supports resolution of escalated or sensitive customer situations while balancing customer needs with business guidelines.
• Team Collaboration: Works collaboratively with peers and cross-functional partners including Quality Compliance Workforce Management and leadership.
• Attendance & Reliability: Consistently meets attendance punctuality and schedule expectations.

SUPERVISORY RESPONSIBILITY
None

PHYSICAL DEMANDS

While performing the duties of this job the employee is regularly required to stand walk reach and sit for a minimum of 8 hours with or without reasonable accommodation. The employee is required to use hands to finger handle or feel objects and/or tools. The employee is required to talk or hear with or without reasonable accommodation and must sometimes lift and move up to 10 pounds.

WORK ENVIRONMENT
While performing the logistics duties of this job the employee is frequently exposed to moderate noises such as computers printers and other light traffic noise in an office setting.

This role is in-office. Remote work may be performed from a pre-approved location as arranged and scheduled by team management and approved by department leadership.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change or be supplemented at any time with or without notice.