Job Title: Team Lead – Collections

We are seeking a detail-oriented and experienced Team Lead – Collections to oversee the daily operations of the collections team. The ideal candidate will lead a group of collection agents, ensure timely debt recovery, monitor team performance, and implement strategies to improve collection rates. This role requires strong leadership skills, knowledge of debt collection laws, and a results-driven attitude.

Team Leadership:

• Supervise and manage a team of collection agents.
• Train, coach, and mentor team members to improve performance and productivity.
• Conduct regular team meetings to share updates, strategies, and feedback.
• Monitor adherence to company policies and procedures.

Collections Management:

• Oversee daily collections activities and ensure timely follow-ups on delinquent accounts.
• Set collection targets and develop action plans to achieve team goals.
• Handle escalated cases and negotiate with clients on payment plans or settlements.
• Monitor key performance indicators (KPIs) such as recovery rate, call quality, and aging reports.

Reporting and Analysis:

• Prepare daily, weekly, and monthly reports on team performance and collection metrics.
• Analyze trends and suggest process improvements to maximize collections.
• Provide feedback and insights to senior management on risk and account behavior.

Compliance and Quality Control:

• Ensure all collection practices comply with relevant laws and regulations (e.g., FDCPA, GDPR).
• Maintain high levels of customer service and professionalism.
• Perform regular audits of collection calls and processes to ensure quality standards are met.

Collaboration:

• Work closely with the credit, legal, and customer service departments.
• Assist in developing and updating collection scripts, policies, and procedures.
• Participate in hiring and onboarding new team members.

• 2nd year completed / College Graduate
• Overall 2 years team lead experience, and 1 year collections supervisor background (financial banking/telco/healthcare, etc.)

Documents Required:

• Proof of educational attainment
• Proof of address
• Proof of employment
• Valid ID
• NBI or Barangay Clearance
• Professional reference list

Additional Documents (Soft Copy):

• Soft copy of birth certificate (PSA)
• Soft copy of marriage certificate, if applicable (PSA)
• Proof of BIR TIN
• Proof of SSS
• Proof of Philhealth
• Proof of Pag-IBIG
• Pre Employment Medical Exam (Aventus)