Liberis

Collections Team Leader

Atlanta, Georgia, United States

Sponsorship not specifiedDetected 37 days ago

HelmData AnalysisComplianceStakeholder ManagementCRMExcelProcess ImprovementPerformance ManagementLeadershipCommunicationProblem SolvingMentoring

About the role

As a Collections Team Leader, you'll take the helm in our in-house collection process, steering a diverse receivables book toward success.

Lead, motivate, and develop a small Collections team to achieve operational objectives, customer outcomes, and individual performance targets.
Set clear goals and expectations, monitor performance against KPIs, and conduct regular one-to-one meetings to provide coaching, feedback, and development support.
Identify training and development needs within the team and implement coaching plans to improve performance and capability.
Maintain oversight of complaint handling, vulnerable customer processes, and regulatory compliance requirements.

Foster a high-performance culture focused on accountability, continuous improvement, customer fairness, and operational excellence.
Conduct regular quality control reviews of customer calls, account actions, correspondence, and case management activities to ensure compliance with internal policies, regulatory requirements, and company standards.
Monitor call quality, customer interactions, account notes, payment arrangements, forbearance decisions, and escalation handling to ensure consistency and accuracy.
Provide structured feedback and coaching based on quality assurance findings, identifying trends, risks, and improvement opportunities.
Analyse customer behaviour, payment trends, and portfolio performance to identify opportunities to improve collections outcomes and reduce default risk.
Ensure default account volumes remain within agreed budget tolerances through effective collections strategies and risk management practices.
Generate, review, and present reports on collection rates, delinquency trends, default volumes, recoveries, team performance, quality assurance outcomes, and operational KPIs.
Act as the primary escalation point for complex customer situations, supporting team members and ensuring timely and effective resolution.

We are the Collections Team!
A dedicated group with a clear mission: to assist customers facing financial challenges and guide them back to good standing wherever possible.
With team members based across the UK, Sweden and the US, this role will join our Atlanta based team covering the entire US market.
Now, we're looking for an experienced and enthusiastic Collections Team Leader to join us and take our team to the next level.
to assist customers facing financial challenges and guide them back to good standing wherever possible.
Ensure all customer communications and account actions are documented accurately and completed in accordance with Treating Customers Fairly principles and business procedures.
Conduct daily monitoring of the receivables portfolio to identify underperforming, inactive, and high-risk customers.

This listing is sourced directly from Liberis's careers page and normalized into a canonical job model.