Captain, Collections

SafeStreets USA is dedicated to creating safer, stronger communities across the country. Were looking for passionate, collaborative, and detail-oriented professionals to join our 1,000-member team. At SafeStreets USA, youll work in a supportive environment where innovation, integrity, and community impact are at the heart of everything we do.

Job Summary The Collections team captain leads and supports the collections team to ensure timely recovery of outstanding balances while maintaining positive customer relationships. This role combines hands on collections work with team leadership, performance coaching, and process improvement to drive cash flow and reduce delinquency for the company.

Essential Functions and Responsibilities The essential functions listed below are representative of the duties required to successfully perform this role. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.

• Lead, motivate, and support a team of collection representatives.
• Foster a positive, result driven team culture.
• Review delinquent accounts and determine appropriate collection strategies.
• Contact customers via phone, email and written correspondence to resolve outstanding balances.
• Negotiate payment plans in accordance with company policy.
• Ensure compliance with company policies, state and federal regulations, and consumer protection laws.

Competencies & KPIs

• Leadership and accountability
• Professional and calm under pressure
• Customer-focused mindset
• Critical thinking
• Strong professional communication skills
• Strong ethical standards
• Promise to Pay to Resolution Rate
• Account Resolution Rate
• Agent utilization rate
• Team Help Index

Skills, Physical Demands & Work Environment

• Must be able to lift up to 25 lbs. and sit or stand for periods throughout the work day.
• Work is performed in an office setting.
• Available to accommodate varying schedule needs.
• High call volume and performance-based environment.
• Must be able to speak clearly and professionally on the phone.

Licenses, Certifications, & Educational Requirements

• All SafeStreets employees must be at least 18 years of age and pass a criminal background check.
• Sales, Customer Service and/or Collections experience required.
• Education required: GED/HS.
• Must have been employed at SafeStreets for a minimum of 6 months or have 1 year experience in the security industry.

Compensation SafeStreets compensation may include base pay and, for eligible roles, variable compensation or bonuses. Variable and bonus compensation is not guaranteed and is governed by applicable plan terms. All compensation is paid in compliance with federal, state, and local wage laws, including applicable minimum wage and overtime requirements. Variable pay is defined as variable pay and will be shared in a separate compensation plan.

Employment is contingent upon successful completion of a background check and any additional security clearances or licenses required for the role, including applicable state licensing requirements.

SafeStreets is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected classification under applicable law.

Employment with SafeStreets is at-will, meaning that either the employee or SafeStreets may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

I acknowledge that I have received, read, and understand this job description. I understand that this document describes the general nature and level of work required for this position and does not constitute an employment contract, either express or implied. I further understand that my duties, responsibilities, compensation, and work location(s) may change based on business needs and applicable laws, and that I am responsible for performing my job in compliance with all SafeStreets policies and applicable local, state, and federal laws.

California Only: I understand that my compensation and work hours are governed by California wage and hour laws, including minimum wage, overtime, meal and rest periods, timekeeping requirements, and applicable local minimum wage ordinances based on where work is performed. I agree to accurately record all hours worked and understand that off-the-clock work is prohibited.