Collections Team Lead

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.

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.

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; associate’s or bachelor’s 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.

• Customer…