Collections Specialist Team Lead

About the Role

As a Collections Specialist Team Lead, you will be responsible for leading, coaching, and supporting a team of Collections Specialists to ensure strong operational execution, consistent customer experience, and achievement of departmental goals.

This role serves as a key leadership position within Collections, focused on agent development, performance management, workflow oversight, escalation support, and team accountability. While Team Leads may assist with escalated customer interactions when needed, the primary focus of the role is team leadership and operational performance.

What You Will Do

Team Leadership & Development

• Supervise and support a team of Collections Specialists.
• Conduct regular coaching, 1:1 meetings, and performance follow-up.
• Provide feedback related to KPI performance, quality, customer experience, and operational expectations.
• Support onboarding, continued development, and engagement of team members.
• Promote a positive, accountable, and collaborative team culture.

Operational Support & Execution

• Monitor daily team performance, workflow activity, and operational priorities.
• Serve as a primary escalation point for complex customer interactions, complaints, and account scenarios.
• Ensure team adherence to departmental procedures, compliance expectations, and collection strategies.
• Communicate operational updates, process changes, and leadership priorities to the team.
• Identify workflow gaps, process improvement opportunities, and operational risks.

Workforce & Performance Management

• Support timecard review, PTO requests, attendance management, and schedule adherence.
• Monitor individual and team KPI trends and address performance opportunities.
• Ensure timely completion of coaching documentation and performance follow-up.
• Partner with Collections management on staffing, performance concerns, escalations, and operational initiatives.
• Participate in leadership meetings, planning discussions, and departmental performance reviews.

Subject Matter Expertise

• Maintain strong knowledge of Reach Financial products, policies, hardship programs, and collection procedures.
• Act as a resource for agents regarding customer scenarios, system questions, policy guidance, and escalations.
• Stay current on workflow updates, system changes, regulatory expectations, and departmental initiatives.
• Support execution of targeted outreach initiatives and portfolio strategies.

What You Should Have

• Minimum of one-year relevant experience.
• Consistent performance history meeting departmental KPI expectations.
• Strong understanding of collections operations and consumer communication best practices.
• Demonstrated leadership capabilities, professionalism, and sound judgment.
• Exceptional written and verbal communication skills.
• Strong organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to coach, develop, and hold team members accountable while maintaining engagement.
• Proficiency in Microsoft Office and ability to learn internal systems and reporting tools.

What is it like working at Reach Financial?

Our culture is built around advancing our teams, and we are dedicated to the success and growth of every team member. We believe in retaining a high-performing workforce and prioritize diversity, intellectual curiosity, and continued learning.

We have been hard at work perfecting our product for years, and now we are growing faster than ever before. Our strong foundation and company culture are equipped for this growth, and we believe that with the right people, our products will continue to help customers make real changes in their financial lives. 

What benefits will you receive?

·       Healthcare, Life Insurance, 401k Match

·       Paid Time Off, Paid 12-week Parental Leave

·       Disability (short-term, long-term), Employee Assistance Program

·       Spending Accounts (Transit/Parking, Medical, Dependent Care)

·       Insurance Discounts (home, auto, pet)