US Collection

A Team Leader in the US collections process responsible for leading a team handling collections on various account types, such as unsecured credit cards and personal loans. This role includes monitoring and coaching collectors, ensuring productivity targets are achieved, and maintaining compliance with regulatory and internal policies. Team Leaders in collections must be adept at resolving escalations, analyzing performance data, and driving continuous process improvement.

Key Responsibilities

• Oversee daily operations of the collections team, set goals, and ensure alignment with business strategy.
• Supervise, coach, and develop collection staff through ongoing feedback and performance management.
• Analyze team and individual productivity, generate regular reports (e.g., pending accounts, productivity, aging analysis), and flag high-risk issues.
• Ensure complaints, escalations, and exceptional cases are resolved promptly and accurately; follow up on unresolved accounts.
• Implement process improvements, recommend and track corrective actions, and optimize control frameworks for better collection rates and customer service.

Required Skills and Qualifications

• Proven experience in collections or call center operations, often with 25 years in a supervisory/leadership role.
• Strong analytical and problem-solving skills, with experience using reporting and productivity tools.
• Ability to coach and develop teams in a fast-paced environment and manage multiple priorities.
• Understanding of US collections laws, regulatory requirements, and compliance standards.
• Bachelors degree in Finance, Business, or a related field is usually preferred.

Leadership and Compliance Focus

• Serve as a point of contact for escalations and business analysis.
• Proactively identify and act on trends, risks, or improvements to meet collection efficiency goals and compliance standards.
• Foster a customer-focused, high-performing team culture and coordinate with other departments when necessary.