Collections Lead at CRNCY Group

Bridgetown, , Barbados -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

0.0

Posted On

13 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Supervision, Soft Collections, Hard Collections, Coaching, Reporting, Process Optimization, KPI Management, Performance Tracking, Strategy Implementation, Compliance, Workforce Scheduling, Mentoring, Training, Communication Skills, Microsoft Excel, Call Center Systems

Industry

Financial Services

Description

Job Description: The Collections Lead is responsible for supervising and supporting both soft and hard collections functions at Quickstop Finance Center. This role provides day-to-day leadership to a team of collectors, ensuring effective recovery of delinquent and default accounts while maintaining positive customer relationships. The Collections Lead drives performance through coaching, reporting, process optimization, and enforcement of collection strategies aligned with company standards and KPIs. Primary duties and responsibilities: 1. Supervise, monitor, and actively support collection calls to secure payments, reduce collections portfolio, and minimize account turnover. 2. Track, analyze, and optimize collections performance, producing daily and monthly KPI reports accompanied by actionable improvement plans. 3. Implement and enforce collections strategies, policies, and procedural updates to ensure consistency and compliance across the team. 4. Ensure automated, semi-automated, and agent-driven collection efforts are executed in accordance with established company standards. 5. Evaluate collections best practices and operational workflows, providing recommendations to enhance recovery effectiveness and process efficiency. 6. Maintain working knowledge of collections campaigns, dialer configurations, and system components that impact team performance. 7. Support resolution of escalated customer issues, collaborating with internal and external stakeholders as needed. 8. Manage and monitor the delinquent and default debt portfolios to ensure equitable workload distribution, proper account assignment, and appropriate activity levels. 9. Liase with the Recoveries Manager for legal account escalation. 10. Develop workforce schedules to ensure staffing levels support achievement of collections KPIs. 11. Coordinate resolution of IT and technical issues by submitting support tickets and escalating to management when necessary. 12. Coach and mentor direct reports to achieve individual and team performance targets. 13. Provide relevant training to new hires and on new rollouts where required. 14. Promote a results-oriented culture among the team by highlighting and celebrating wins. 15. Perform additional duties as assigned. Professional Qualification Requirements: The requirements that follow are representative of knowledge, skills and/or abilities required. Education Minimum Associates Degree in a Business Related Field. Work Experience Minimum of 3 years Supervisory experience in Collection, Call Center or related Field. (Equivalent combination of education with work experience will be considered.) Knowledge/Skills/Abilities ▪ Advance communication skills – spoken and written ▪ Advance Microsoft Excel ▪ Intermediate experience with Call Center Systems ▪ Ability to work efficiently in a high demand, team oriented and fast-paced environment Attitude and Behaviours ▪ Team player ▪ Flexible ▪ Respect for confidentiality and discretion ▪ Trustworthy

Responsibilities

The Collections Lead supervises and supports soft and hard collections functions, providing day-to-day leadership to collectors to ensure effective recovery of delinquent accounts while maintaining customer relationships. This role drives performance through coaching, reporting, process optimization, and enforcing collection strategies aligned with company standards.