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; 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, UDA