Job Overview

The Collections Team Leader will oversee the process of recovering outstanding payments related to past-due mortgage or maintenance accounts for our U.S.-based client.

The purpose of the role is to guide, oversee, develop, and inspire the team to achieve the goals that contribute to the growth of the department and wider organization. They do this by creating an environment that promotes positive communication, encourages bonding of team members, and drives a culture of high performance.

Job Responsibilities

• Managing performance and achievement of team KPIs
• Extensive coaching experience - Ability to assist agents to improve on call flow
• Navigate multiple systems
• Leave/absence management ensuring required resourcing is available as per SLA
• Regular call listening to provide guidance and support
• Address team professional development (CPD, succession, career pathing, etc.)
• Monitor qua...