Collection Team Leader

A Collections Team Leader manages a team of agents, overseeing daily debt recovery, coaching staff, ensuring compliance, and handling escalated accounts to meet financial targets, balancing performance with customer fairness through strategy, data analysis, and strong leadership. Key duties involve leading by example, setting targets, monitoring calls, training, resolving complex issues, and reporting on KPIs, while requiring strong negotiation, problem-solving, and regulatory knowledge. 

Key Responsibilities

• Team Management: Lead, motivate, train, and provide ongoing coaching to collection agents.
• Performance & Targets: Set and monitor performance goals (KPIs), analyze data, and develop strategies to improve collection rates.
• Operations: Oversee daily activities, allocate cases, monitor call quality, and ensure timely follow-ups.
• Escalations: Handle complex or escalated customer issues and negotiate payment plans.
• Compliance: Ensure adherence to company policies, fair treatment of customers, and relevant financial regulations.
• Reporting: Prepare and present regular performance reports (daily, weekly, monthly) to senior management.
• Strategy: Develop and implement effective collection strategies and identify high-risk accounts. 

Essential Skills & Qualifications

• Experience: Proven leadership/supervisory experience in collections.
• Leadership: Strong ability to lead, motivate, and manage a team.
• Communication: Excellent negotiation, interpersonal, and conflict resolution skills.
• Analytical: Strong problem-solving, data analysis, and decision-making abilities.
• Knowledge: Understanding of collection processes, regulations, and fair debt collection practices.