Collections Team Lead

One CoreDev IT Inc. (CORE); Makati; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

One CoreDev IT Inc. (CORE) is seeking a Recovery Team Lead to guide the Recovery Team across collections and eviction workflows. You will drive early intervention, reduce costs, improve recoveries, and ensure compliant, high-quality execution.

You will coach, mentor, and partner with cross-functional teams, oversee daily operations, monitor KPIs, and develop risk-based improvements to lower eviction spend while protecting revenue.

Qualifications

• Education: Bachelor's degree in any field.
• Collections Experience: At least 2 years in Collections with billing processes, payment terms and collection practices.
• Leadership Experience: 2–3 years leading teams, preferably in Collections.
• Escalation Management: Handle complex customer concerns and drive payment resolutions.
• Customer Outreach and Negotiation: Experience in outbound outreach with negotiation and communication skills.
• Technical Skills: Proficiency with Salesforce and Slack.
• Leadership and Problem-Solving: Guide team members in a fast-paced environment.

Responsibilities

• Supervise daily recovery workflows across collections and eviction stages.
• Drive team performance against recovery, cost-containment, and quality KPIs.
• Actively manage eviction pathways with a focus on prevention, resolution, and early intervention.
• Provide QA oversight across collections activity, eviction case handling, and documentation.
• Train, coach, and mentor team members on recovery strategies, resident communication, and compliance.
• Identify trends contributing to unnecessary or high-cost evictions and escalation improvement opportunities.
• Share performance insights, risks, and resource needs with the Head of Recovery; contribute to process improvements that lower eviction spend and improve outcomes.
• Lead daily recovery huddles focused on risk and priorities; conduct bi-weekly 1:1s with each team member.

Skills

Leadership

Team management

Negotiation

Communication

Education

Bachelor's degree

Tools

Salesforce

Slack

Job description

Overview

To lead and support the Recovery Team—spanning collections and eviction workflows—by driving early intervention, reducing eviction-related costs, improving recoveries, and ensuring high-quality execution. This role focuses on coaching and mentoring team members, strengthening processes, and partnering cross-functionally to prevent avoidable evictions while protecting revenue and compliance.

Key Responsibilities

• Supervise daily recovery workflows across collections and eviction stages

• Drive team performance against recovery, cost-containment, and quality KPIs

• Actively manage eviction pathways with a focus on prevention, resolution, and early intervention

• Provide QA oversight across collections activity, eviction case handling, and documentation

• Train, coach, and mentor team members on recovery strategies, resident communication, and compliance

• Identify trends contributing to unnecessary or high-cost evictions and escalation improvement opportunities

• Share performance insights, risks, and resource needs with the Head of Recovery
  Contribute to process improvements that lower eviction spend and improve outcomes

Job Scope

The Recovery Team Lead will:

• Oversee the Recovery Team, inclusive of collections and eviction case management

• Be accountable for team productivity, quality, compliance, and recovery outcomes

• Serve as the first escalation point for complex resident situations, legal coordination, and process gaps

• Own the team’s daily execution, performance trends, and professional development
  

Performance KPIs

• Team Scorecard Performance: Accountable for monthly scorecard results across PMO Collections, Eviction Prevention, and Evictions Coordinators

• Outbound Recovery: Team meets daily outreach targets

• Eviction Cost Reduction: Reduced avoidable filings, legal handoffs, and total eviction spend

• Case Management: Timely, accurate handling of recovery and eviction cases

• Early Intervention: Increased resolutions prior to filing or legal escalation

• Ledger Accuracy: 100% accuracy on balances impacting recovery decisions

• QA Audits: 5 cases and 5 calls reviewed per team member weekly

• Task Delegation: Effective daily assignment by urgency and skillset

• Tool & Process Feedback: Proactive escalation of workflow or system gaps

• Productivity Tracking: Performance monitored via dashboards

• Training & Coaching: Weekly coaching with documented improvement

Leadership & Team Management

• Lead daily recovery huddles focused on risk and priorities

• Conduct bi-weekly 1:1s with each team member

• Develop targeted skill-building and retraining plans

• Provide real-time coaching on communication, negotiation, and de-escalation

• Maintain strong communication with internal teams and American Avenue

• Partner closely with Field Ops, Compliance, and Resident Support

Requirements and Qualifications

• Education: Bachelor’s degree in any field.

• Collections Experience: At least 2 years of experience in Collections, with a solid understanding of billing processes, payment terms, and collection practices.

• Leadership Experience: 2–3 years of leadership experience, preferably in Collections. Candidates with leadership experience in Customer Service, Technical Support, or other related functions are also welcome.

• Escalation Management: Proven ability to handle complex customer concerns, resolve escalations, and drive effective payment resolutions.

• Customer Outreach and Negotiation: Strong experience in customer outreach through outbound calls, email, SMS, or chat, with excellent negotiation and communication skills.

• Technical Skills: Tech-savvy, with hands-on experience using Salesforce and Slack.

• Leadership and Problem-Solving: Ability to guide team members, manage challenging situations, and support team performance in a fast-paced environment.