Collections Team Lead

Your title: Collections Team Lead

Your Location:Anywhere within the USA

You Report To: Associate Manager, Collections

Your Schedule: Monday to Friday, 8am to 4:30pm EST

First Help Financial, voted and certified as a “Great Place to Work” by our workforce for two years in a row, is adding a new partner to our Collections department to accommodate our remarkable growth!

Collections Team Lead – Job Description

 What You Will Do:

Your duties include, but are not limited to:

• Handling their personal queue, calling all the accounts accordingly.
• Being responsible for call monitoring, meeting with team members both individually and as a group to discuss metrics and general performance.
• Providing regular feedback to team members to aid in their professional development.
• Handling escalated calls from clients, dealers, 3rd parties, etc.
• Approving payment plans.
• Managing the team on the floor by ensuring productivity and answering ad-hoc questions.
• Helping develop new training as new policies come out.
• Managing timecards and vacation/sick time approvals.
• Developing reviews, performance plans, and warnings when necessary.
• Reporting to Associate Collections Manager with weekly finds.
• Advising workers on investigating complaints or concerns regarding any services offered.
• Assisting in complaint investigations as needed.
• Travel to our MA and/or AZ office when needed

What You Bring:

• Excellent communication (verbal and written) skills.
• Must be well-organized to keep records of employee performances that are easily accessible, especially for Mid-Year/End-of-Year reviews.
• Proficient in navigating and using all applicable Servicing platforms (Leapfrog, Cyberridge, Payix, NICE).
• Minimum 1 year of experience in Customer Service or Collections at FHF.
• Must be a Subject Matter Expert in all policies, procedures, and compliance-related topics.
• Impeccable compliance history with no major violations.
• Proven success in Customer Service and/or Collections at FHF.
• Strong customer service and de-escalation skills.