Collection Team Lead with Valid US Visa_B2C

Virtuoso Staffing Solutions; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Virtuoso Staffing Solutions seeks a Team Lead US 1st Party Collections to guide a 15–20 member team in recovering receivables while ensuring adherence to US regulations. The role emphasizes coaching, performance optimization, and high-quality negotiations to protect the client brand.

You will oversee escalation handling, settlement approvals, and QA collaboration to minimize compliance leaks and improve overall collection outcomes.

Qualifications

• Manages and mentors a team of 15–20 collections associates.
• Strong negotiation and coaching skills essential for improving recovery metrics.
• Experience monitoring metrics like PTP conversion, recovery rate, and dollars collected per hour.

Responsibilities

• Directly supervise, mentor, and coach a team of 15–20 Collections Associates to meet and exceed monthly recovery targets.
• Monitor real-time performance metrics including Promise to Pay conversion, Recovery Rate, Dollars Collected per Hour, and RPC rates.
• Conduct regular
• side-by-side
• coaching and 1-on-1 feedback sessions to improve negotiation techniques and soft skills.
• Manage team attendance, shrinkage, and schedule adherence to ensure dialer coverage during peak US hours.

Skills

Team leadership

Coaching

Performance monitoring

Negotiation

Quality assurance

Regulatory compliance

Job description

he Team Lead US 1st Party Collections is responsible for overseeing a team of Collections Specialists acting on behalf of our client to recover outstanding receivables. The primary focus is to drive high recovery rates and optimize liquidation performance while ensuring a seamless brand experience for the debtor. The incumbent must ensure strict adherence to US financial regulations and maintain high-quality standards in all payment-related negotiations.

Key Responsibilities

Team Management & Performance Optimization

• Directly supervise, mentor, and coach a team of 15–20 Collections Associates to meet and exceed monthly recovery targets.
• Monitor real-time performance metrics, including Promise to Pay (PTP) conversion, Recovery Rate, Dollars Collected per Hour, and Right Party Contact (RPC) rates.
• Conduct regular "side-by-side" coaching and 1-on-1 feedback sessions to improve negotiation techniques and soft skills.
• Manage team attendance, shrinkage, and schedule adherence to ensure consistent dialer coverage during peak US hours.

Payment Escalations & Quality Assurance

• Act as the final point of contact for complex payment disputes and high-value escalations that require advanced negotiation.
• Review and approve settlement offers or payment plans within the authorized client-specified limits.
• Partner with the Quality Assurance team to audit calls for compliance leaks and provide corrective training for agents struggling with adherence.

Compliance & Regulatory Governance

• Ensure the team maintains 100% compliance with US financial regulations, including the Fair Debt Collection Practices Act (FDCPA) and the Telephone Consumer Protection Act (TCPA).
• Stay updated on changes in US state-specific collection laws and internalize policy modifications into the team’s daily workflow.
• Conduct Root Cause Analysis (RCA) on compliance breaches and implement preventive measures to safeguard the client from legal risks.