About the Role
This role involves supervising collections activities during PM shifts, guiding team members, improving contact strategies, and ensuring adherence to regulatory and internal guidelines while maintaining high levels of customer service and account resolution.
Responsibilities
- Oversee daily collections operations during evening and overnight hours
- Coach and mentor team members to improve performance and compliance
- Monitor key performance metrics and provide real-time feedback
- Ensure all collection activities follow legal and regulatory standards
- Resolve escalated customer accounts efficiently and professionally
- Implement strategies to increase contact and resolution rates
- Conduct regular team huddles and performance reviews
- Collaborate with compliance teams to maintain audit readiness
- Support onboarding and training of new team members
- Utilize CRM systems to track and report collection outcomes
- Maintain accurate records of customer interactions
- Identify trends in customer behavior and recommend process improvements
- Enforce internal policies regarding communication and documentation
- Work closely with cross-functional teams to align on goals
- Drive accountability within the team for meeting performance targets
- Respond to customer inquiries with empathy and professionalism
- Ensure consistent application of payment plan options
- Manage workflow distribution to optimize team efficiency
- Promote a culture of continuous improvement and compliance
- Escalate system or process issues to appropriate departments
- Prepare daily and weekly performance summaries
- Support change initiatives within the collections department
- Maintain confidentiality of sensitive customer data
- Adapt quickly to policy or system updates
- Foster positive team morale during non-traditional hours
Compensation
Competitive hourly wage with performance incentives
Work Arrangement
On-site or hybrid availability based on operational needs
Team
Part of a high-performing collections unit focused on customer engagement and account resolution
Shift Requirements
This role operates on PM shifts, including evenings, overnights, and weekends. Candidates must be available to work flexible hours based on business needs and team coverage requirements.
Performance Expectations
Team leaders are expected to meet or exceed key metrics including contact rates, resolution percentages, and compliance accuracy. Regular performance evaluations will be conducted.
Not available for this position
