Collection Team Lead

Collections Team Lead Job Description

Job Title: Collections Team Lead

Location: TX

Position Summary:

The Collections Team Lead is responsible for overseeing the daily operations of the Collections team within the Call Center. This role ensures that collection activities are executed efficiently, professionally, and in compliance with company policies and regulatory guidelines. The Team Lead supports the Call Center Manager by mentoring team members, resolving escalated issues, and driving performance improvements. This position requires strong leadership, attention to detail, and a commitment to achieving departmental goals.

Essential Duties and Responsibilities:

·         Lead daily operations of the Collections team, ensuring timely and effective resolution of delinquent accounts.

·         Monitor team performance and productivity against established KPIs and service level agreements.

·         Provide coaching, training, and support to Collections Representatives.

·         Serve as the primary escalation point for complex collection issues.

·         Collaborate with the Call Center Manager to implement strategies that improve collection outcomes.

·         Ensure compliance with federal, state, and investor regulations.

·         Assist in updating policies and procedures related to collections.

·         Maintain superior customer service standards while balancing recovery efforts.

·         Perform other duties as assigned.

Job Competencies:

·         Strong knowledge of collections procedures and regulatory requirements.

·         Proven ability to lead and motivate teams in a high-volume environment.

·         Excellent problem-solving and conflict resolution skills.

·         Effective verbal and written communication abilities.

·         Proficiency in call center and collections software tools.

·         Ability to manage multiple priorities and meet deadlines.

·         Commitment to providing exceptional customer service.

Education/Experience:

Minimum 3–5 years of experience in collections, preferably within mortgage servicing or financial services. Prior experience in a lead or supervisory role preferred. High school diploma or equivalent required; bachelor’s degree preferred.

Work Authorization:

Must be able to verify identity and employment eligibility to work in the U.S.

Job Type: Regular Full-time

Skills and Qualifications:

·         High school or equivalent (Required)

·         3+ years of collections experience (Required)

·         Experience in mortgage servicing or financial services (Preferred)

Language:

English, Bilingual (English/Spanish) a plus.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position.  Click n’ Close, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.