POSITION TITLE:        Collection Team Lead - Collections

 REPORTS TO:             Director of Collections

 SUPERVISES:              Assigned Staff



As the Collection Team Lead, you will be responsible for actively making collection calls, coaching team members, reviewing quality assurance, and spending 80% of your time on the phones to maximize debt recovery. Your role will involve hands-on involvement in the collection process, implementing strategies, and maintaining positive relationships with clients. The ideal candidate should possess excellent leadership skills and a proven track record in debt collection.


  • Actively make collection calls to debtors, negotiating payment arrangements, and resolving outstanding debts while maintaining professionalism and adherence to legal and ethical standards.
  • Lead by example and spend 80% of your time on the phones, actively engaging in the collection process to drive results.
  • Coach and mentor collection team members, providing guidance, feedback, and support to improve their performance and achieve collection targets.
  • Review quality assurance measures to ensure compliance with company policies, industry regulations, and best practices in debt collection.
  • Assist with Onboarding, training, and developing new employees.
  • Fulfill request for managing promotional offers used in collections.
  • Handle escalated collection cases, including those involving high-value accounts or complex situations, and maintain professionalism and composure during challenging interactions.
  • Foster a positive and motivating work environment, promoting teamwork, open communication, and a customer-centric approach within the collection team.




·        A minimum of 3-5 years of experience in collections or a related field

·        Experience in a supervisory or leadership role

·        Strong communication and interpersonal skills

·        Ability to work effectively in a team environment

·        Proficiency with Microsoft Office and other relevant software

·        Knowledge of collection laws and regulations

·        Excellent problem-solving skills

·        Ability to work under pressure and meet deadlines

·        Strong organizational and time management skills

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