Collections Lead- Call Center - HJ Staffing

We are seeking a motivated and experienced Collections Lead to oversee and manage our client's call center collections team. As the Collections Lead, you will play a critical role in ensuring that the team meets performance goals while maintaining professionalism and compliance. Your leadership will be instrumental in creating a positive and productive work environment.

Key Responsibilities:

• Supervise, mentor, and support a team of collections representatives.
• Monitor daily performance metrics, ensuring team goals for collections and customer satisfaction are met.
• Provide coaching and feedback to improve individual and team performance.
• Handle escalated customer issues and provide resolution in a professional manner.
• Review and analyze accounts for compliance with company policies and regulatory standards.
• Develop and implement strategies to improve collection rates and reduce delinquency.
• Train new team members on call center procedures, customer service techniques, and compliance requirements.
• Conduct regular team meetings to share updates, discuss challenges, and celebrate achievements.
• Generate reports and provide performance updates to management.

Qualifications:

• Proven experience in a collection or call center environment (minimum 2 years).
• Previous supervisory or leadership experience is required.
• Excellent communication, problem-solving, and interpersonal skills.
• Strong understanding of collections processes, regulations, and compliance standards.
• Proficiency with CRM and collections management software.
• Ability to motivate and lead a team in a fast-paced environment.
• High school diploma or equivalent (Bachelor's degree preferred).