Description

Job Title: Collections Team Lead

Overview:

The Collections Team Lead will be responsible for overseeing a group of Collections Analysts, driving the team’s day-to-day operations, and ensuring achievement of collection targets, customer

satisfaction, and compliance standards. This role serves as the first line of leadership in guiding, coaching, and supporting team members to deliver operational excellence and accurate execution of collection strategies.

Key Responsibilities:

• Lead, coach, and motivate a team of Collections Analysts to meet and exceed collection goals and KPIs.

• Provide guidance on complex collection cases, ensuring consistent handling aligned with company policy.

• Monitor daily collection activities, prioritize workload, and ensure timely follow-ups on outstanding accounts.

• Conduct regular performance check-ins, provide feedback, and support employee development.

• Collaborate closely with cross-functional teams such as Sales, Billing, Credit, and Legal to resolve customer disputes or payment issues.

• Support the Manager in implementing process improvements, automation, and best practices across the team.

• Prepare summary reports on team performance, delinquency trends, and collection efficiency.

• Ensure adherence to internal controls, compliance with all company policies, and data privacy regulations.

• Handle escalated customer accounts or payment issues in a professional and solution-oriented manner.

Qualifications:

• Bachelor’s degree in Business, Finance, Accounting, or related field.

• At least 5 years of experience in Accounts Receivable or Collections, with at least 2 year in a lead or mentoring capacity.

• Strong understanding of collection processes, dispute management, and customer account reconciliation.

• Excellent communication and interpersonal skills to manage both internal stakeholders and external customers effectively.

• Analytical mindset with ability to interpret data and recommend process improvements.

• High attention to detail and strong problem- solving ability in a fast-paced environment.

• Experience with Salesforce.com or similar CRM/ERP system preferred.

Competencies:

• Leadership & Coaching – Able to guide, develop, and motivate team members.

• Customer Focus – Builds positive relationships while driving timely payment resolutions.

• Operational Excellence – Ensures efficiency, accuracy, and continuous improvement.

• Cross-Functional Collaboration – Works effectively with Sales, Billing, Legal, and Credit teams.

• Accountability – Owns team outcomes and drives consistency in performance