r3 Consultant
Website:
r3consultant.com
Job details:
Department: Collections & Retention
Reports To: Assistant Manager – Collections & Retention
Location: Remote
US hours, 9.5 hrs, 5 days working
Job Purpose
The Team Lead – Collections & Retention is responsible for driving the day-to-day performance of a team of Collections/Retention Executives, ensuring recovery and retention targets are met while maintaining service quality, compliance, and a positive customer experience. The role acts as the first line of people management, coaching, and escalation handling within the collections floor.
Key Responsibilities
Team Management & Performance
- Supervise a team of 10–20 Collections/Retention Executives, monitoring daily productivity, call quality, and adherence to schedule.
- Set and track individual and team targets for collections, retention, resolution rate, and SLA compliance.
- Conduct regular one-on-ones, huddles, and performance reviews; provide real-time coaching and feedback.
- Identify skill gaps and coordinate refresher training with the Training/Quality team.
Collections & Retention Operations
- Drive portfolio-level collection and retention strategies to minimize delinquency and customer attrition.
- Handle escalated and high-value customer cases, negotiating settlements or retention offers within approved limits.
- Monitor daily/weekly/monthly recovery and retention MIS, flagging deviations to the Assistant Manager.
- Ensure accurate logging of customer interactions, promises-to-pay, and dispositions in the collections system.
Compliance & Quality
- Ensure all recovery and retention communication adheres to regulatory guidelines, internal policy, and code of conduct.
- Monitor call/chat quality scores and drive corrective action for non-compliant interactions.
- Support internal and external audits by ensuring documentation and records are accurate and complete.
Reporting & Coordination
- Prepare and share daily performance dashboards and root-cause analysis for shortfalls with management.
- Liaise with Quality, Training, WFM, and Compliance teams to resolve floor-level issues.
- Escalate systemic customer issues, process gaps, or high-risk accounts to the Assistant Manager promptly.
Required Skills & Qualifications.
- 4-5 years of experience in collections, recovery, or retention, with at least 1 year in a team-handling/supervisory role.
- Strong understanding of collections/retention processes, negotiation techniques, and objection handling.
- Working knowledge of relevant regulatory and compliance guidelines applicable to collections/recovery.
- Proficiency with collections/CRM systems, dialers, and MS Excel for reporting.
- Excellent communication, coaching, and people-management skills.
- Ability to work under pressure and manage escalations calmly and effectively.
KEY PERFORMANCE INDICATORS (KPIS)
- Team collection/recovery achievement vs. target
- Retention/save rate for at-risk accounts
- SLA and first-response/resolution turnaround time
- Call/chat quality and compliance scores
- Team attrition and adherence to schedule
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