Team Leader - Field Collection

The Field Collections Team Lead is responsible for overseeing a team of field collections representatives, ensuring effective debt recovery processes, and maintaining high standards of customer service. This role involves managing team performance, providing guidance and training, and handling complex cases to achieve the company s collections targets.

Key Responsibilities:

1. Team Management:
o Supervise, motivate, and support a team of field collections representatives.
o Monitor team performance and provide regular feedback and coaching.
o Conduct team meetings and training sessions to ensure best practices and
compliance.
2. Collections Activities:
o Develop and implement strategies to optimize collections and reduce outstanding debts.
o Handle escalated cases and complex debt recovery situations.
o Ensure timely follow-up on overdue accounts and effective negotiation of
repayment plans.
3. Customer Interaction:
o Maintain professional relationships with key customers and address their concerns.
o Provide guidance to the team on handling difficult customer interactions and negotiations.
o Ensure high standards of customer service and ethical conduct.
4. Reporting and Documentation:
o Prepare and submit detailed reports on team performance, collection activities, and progress towards targets.
o Maintain accurate records of all collections activities and ensure team compliance with documentation standards.
o Use CRM and other relevant systems to track and report data.
5. Compliance and Legal:
o Ensure all collection activities comply with relevant laws, regulations, and company policies.
o Work with legal and compliance teams to address and resolve legal issues related to collections.
o Stay updated on changes in debt collection laws and ensure team adherence.
6. Collaboration:
o Collaborate with finance, customer service, and legal departments to coordinate collections efforts.
o Participate in strategic planning and contribute to the development of collections policies and procedures.
o Represent the collections team in cross-functional meetings and initiatives.

 

Qualifications :
bachelors degree in Business, Finance, or a related field (preferred).
Proven experience as a collections representative, with a track record of success.
Previous experience in a supervisory or team lead role.
In-depth knowledge of debt collection laws and regulations.
Strong leadership and team management skills.

Skills:

Excellent communication and negotiation skills.
Ability to handle and resolve conflicts.
Strong analytical and problem-solving abilities.
Proficiency in using CRM software and other relevant tools.
Basic knowledge of MS Office Suite.
Ability to work under pressure and meet deadlines.

Work Environment:
The role involves travel to various customer locations and team meetings.
Work may involve handling difficult and potentially confrontational situations.

Compensation:
Competitive salary with performance-based incentives.
Benefits package including health insurance, travel allowances, and professional development opportunities.

Career Path:
Opportunities for advancement to senior management roles, regional collections manager, or other related positions based on performance and experience.

Conclusion
The Field Collections Team Lead plays a critical role in managing and guiding a team of collections representatives to achieve debt recovery goals. This position requires strong leadership, communication, and problem-solving skills, along with a deep understanding of collections processes
and regulations. The ability to handle complex cases and ensure team compliance is essential for success in this role.