Business Process Team Lead (Voice)

Artech LLC

San Antonio, TX

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JOB DETAILS

SALARY

$20–$23 Per Hour

SKILLS

Automation, Banking Services, Business Operations, Business Processes, Coaching, Communication Skills, Continuous Improvement, Credit and Collections, Cross-Functional, Customer Escalations, Customer Experience, Data Analysis, Data Collection, Documentation Standards, Fair Debt Collection Practices Act (FDCPA), Federal Laws and Regulations, Finance, Forecasting, Leadership, Legal, Maintain Compliance, Mentoring, Metrics, Operational Audit, Operational Strategy, Past Due Accounts, People Management, Performance Management, Performance Metrics, Performance Tuning/Optimization, Portfolio Analysis, Problem Solving Skills, Process Development, Process Improvement, Quality Assurance, Quality Management, Quality Monitoring, Regulations, Risk, Risk Analysis, Risk Management, Root Cause Analysis, State Laws and Regulations, Strategic Planning, Talent Management, Team Lead/Manager, Time Management, Trend Analysis, Vehicle Driving, Workforce Management, Workforce Planning

LOCATION

San Antonio, TX

POSTED

6 days ago

Request ID:96134-1
Title: Business Process Team Lead (Voice)
Location: San Antonio, TX
Duration: 6+ Months
Salary Range: $20- $23 an hour on W2

Job Description:
Extensive experience in bank collections (inbound & outbound), with strong analytical and operational expertise to analyze delinquency trends, identify root causes, and translate insights into actionable, compliant collection strategies that drive team performance, optimize recovery rates, and enhance member outcomes.

"" Lead and Develop Collections Teams
Provide strategic leadership, coaching, and performance management for collections teams, ensuring representatives are equipped with the skills, tools, and guidance to effectively engage members and resolve delinquencies.
" Drive Performance and Operational Excellence
Establish, monitor, and optimize key performance indicators (KPIs) such as cure rates, roll rates, productivity, call quality, and member experience metrics to ensure achievement of business objectives.
" Ensure Regulatory and Policy Compliance
Oversee adherence to all federal, state, and local regulations (e.g., FDCPA, CFPB guidelines) and internal policies, proactively identifying risks and implementing controls to mitigate compliance gaps.
" Develop and Execute Collections Strategies
Design and implement data-driven collections strategies, segmentation approaches, and treatment paths to improve recovery rates while balancing member experience and financial well-being.
" Enhance Member-Centric Solutions
Ensure teams deliver empathetic, solutions-oriented interactions by promoting programs such as hardship assistance, payment plans, and financial education initiatives.
" Leverage Data and Analytics for Decision-Making
Analyze portfolio trends, delinquency drivers, and operational data to identify opportunities, forecast outcomes, and inform continuous improvement initiatives.
" Optimize Workforce and Resource Planning
Partner with workforce management to ensure proper staffing, forecasting, and scheduling to support inbound/outbound call demand and operational efficiency.
" Champion Continuous Improvement and Innovation
Identify process gaps and drive process improvements, automation, and technology enhancements (e.g., dialer strategies, digital collections tools) to improve effectiveness and efficiency.
" Stakeholder Collaboration and Alignment
Partner cross-functionally with Risk, Compliance, Legal, Finance, and Product teams to align collections practices with broader organizational goals and risk appetite.
" Foster a High-Performance Culture
Promote a culture of accountability, engagement, and inclusion, while maintaining a strong focus on ethical collections practices and member advocacy.
" Oversee Quality Assurance and Audit Readiness
Ensure quality monitoring programs are effective, audit requirements are met, and documentation standards are consistently upheld across teams.
" Manage Escalations and Complex Cases
Provide guidance and resolution for highly sensitive member situations, complaints, or escalations, ensuring appropriate outcomes and risk mitigation."

Role Descriptions: "Lead and Develop Collections TeamsProvide strategic leadership| coaching| and performance management for collections teams| ensuring representatives are equipped with the skills| tools| and guidance to effectively engage members and resolve delinquencies.Drive Performance and Operational ExcellenceEstablish| monitor| and optimize key performance indicators (KPIs) such as cure rates| roll rates| productivity| call quality| and member experience metrics to ensure achievement of business objectives.Ensure Regulatory and Policy ComplianceOversee adherence to all federal| state| and local regulations (e.g.| FDCPA| CFPB guidelines) and internal policies| proactively identifying risks and implementing controls to mitigate compliance gaps.Develop and Execute Collections StrategiesDesign and implement data-driven collections strategies| segmentation approaches| and treatment paths to improve recovery rates while balancing member experience and financial well-being.Enhance Member-Centric SolutionsEnsure teams deliver empathetic| solutions-oriented interactions by promoting programs such as hardship assistance| payment plans| and financial education initiatives.Leverage Data and Analytics for Decision-MakingAnalyze portfolio trends| delinquency drivers| and operational data to identify opportunities| forecast outcomes| and inform continuous improvement initiatives.Optimize Workforce and Resource PlanningPartner with workforce management to ensure proper staffing| forecasting| and scheduling to support inbound/outbound call demand and operational efficiency.Champion Continuous Improvement and InnovationIdentify process gaps and drive process improvements| automation| and technology enhancements (e.g.| dialer strategies| digital collections tools) to improve effectiveness and efficiency.Stakeholder Collaboration and AlignmentPartner cross-functionally with Risk| Compliance| Legal| Finance| and Product teams to align collections practices with broader organizational goals and risk appetite.Foster a High-Performance CulturePromote a culture of accountability| engagement| and inclusion| while maintaining a strong focus on ethical collections practices and member advocacy.Oversee Quality Assurance and Audit ReadinessEnsure quality monitoring programs are effective| audit requirements are met| and documentation standards are consistently upheld across teams.Manage Escalations and Complex CasesProvide guidance and resolution for highly sensitive member situations| complaints| or escalations| ensuring appropriate outcomes and risk mitigation."
Essential Skills: Extensive experience in bank collections (inbound & outbound)| with strong analytical and operational expertise to analyze delinquency trends| identify root causes| and translate insights into actionable| compliant collection strategies that drive team performance| optimize recovery rates| and enhance member outcomes."Leadership Communication Excellence: Ability to communicate clearly| assertively| and empathetically across all levelsguiding agents| influencing stakeholders| and handling escalations with professionalism.Coaching & Talent Development: Proven ability to coach| mentor| and develop agents| providing actionable feedback| driving skill improvement| and fostering a high-performance culture.Performance Management & Accountability: Strong ability to set expectations| monitor KPIs| and drive results through structured performance management| including handling underperformance.Advanced Problem-Solving & Strategic Thinking: Ability to analyze trends (delinquency| call outcomes| payment behaviors) and implement team-level strategies to improve collections performance.Critical Decision-Making Under Pressure: Makes sound| timely decisions in complex situations| balancing customer experience| compliance| and business outcomes.Operational Excellence & PrioritizationChange Management & AdaptabilityNegotiation & Escalation ExpertiseEmpathy| Emotional Intelligence

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About the Company

Artech LLC

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