Team Lead - Field Recovery (TL-FR)

Job Description

Requirements

• Bachelor’s degree in a relevant field.
• 3+ years of experience in collections/field recovery, with at least 1 year in a supervisory role.
• Strong understanding of delinquency management and roll rates.
• Proven experience managing and motivating field teams.
• Strong negotiation, communication, and conflict resolution skills.
• Proficiency in Microsoft Excel; familiarity with reporting tools is an advantage.
• Ability to analyze data and drive performance improvements.

Responsibilities

• Supervise and coach Field Collections Agents to achieve daily activity, recovery, and contact targets.
• Drive team performance against recovery, PTP conversion, and roll rate reduction objectives.
• Monitor portfolio performance and ensure effective management across delinquency buckets.
• Conduct regular reviews of team activities, field reports, and recovery outcomes.
• Ensure the team accurately, completely, and timely reports all recovery activities in the collections management system.
• Handle escalations from customers and team members.
• Monitor field execution (visits, follow-ups, skip tracing) to ensure adherence to standards.
• Support the training and development of collectors.
• Investigate account histories to support recovery strategies.
• Collaborate with stakeholders to resolve complex or high-risk cases.

Benefits

• Private Health Insurance.
• Pension Plan.
• Training & Development.
• Performance Bonus.
• Recruitment Process:
• A screening call with the Senior Recruiter ~30 minutes.
• Technical interview with the Hiring Manager ~30 minutes.