Lead Collections Specialist
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Job Description
Collections Team Lead providing hands-on leadership and support to the Collections team in a high-performing environment. Responsible for monitoring performance metrics and ensuring compliance.
Responsibilities:
- Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals
- Perform inbound and outbound collection calls across all stages of delinquency, modeling best practices in negotiation, customer service, and compliance
- Handle escalated or complex customer situations, including delinquency resolutions, disputes, bankruptcy-related inquiries, and sensitive account issues
- Gather, analyze, and report collections data, preparing regular updates for the Collections Supervisor and management team
- Assist in monitoring team performance metrics, identifying trends or gaps, and recommending strategies for improvement
- Provide training, coaching, mentoring, and side‑by‑side support to new and existing specialists, including refreshers on procedures, systems, and compliance requirements
- Review and maintain detailed account documentation, ensuring accuracy, completeness, and adherence to investor and regulatory requirements
- Support the supervisor during absences, assisting with workflow coordination, questions, and issue resolution
- Perform special projects, audits, or analyses as required
Requirements:
- High School diploma or equivalent
- Typically requires 5+ years of mortgage servicing and collections experience
- Demonstrated experience in coaching, mentoring, or leading others in a collaborative environment
- Strong understanding of collections procedures, best practices, and regulatory requirements including state and federal Fair Debt Collection laws
- Working knowledge of the U.S. Bankruptcy Code and related bankruptcy procedures and regulations
- Proven ability to negotiate payment arrangements, manage conflict, and navigate complex or sensitive customer interactions with professionalism
- Demonstrated leadership, coaching, and mentoring skills with the ability to guide others toward improved performance
- Strong verbal and written communication skills with effective active listening and problem‑solving abilities
- Ability to analyze and interpret moderate to complex account issues and make sound, informed decisions
- Excellent time management and organizational skills, with the ability to handle multiple priorities in a fast‑paced environment
- Strong attention to detail and ability to maintain accurate, compliant documentation
- Ability to work collaboratively and communicate effectively with individuals at all levels of the organization
Benefits:
- Medical
- Dental
- Vision
- 401k
- PTO/paid sick leave
- Employee stock purchase plan
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