Collections Team Lead: Coaching, Recovery & Ops

Travel + Leisure Co.; Mabalacat; On-site; PHP 600,000 - 850,000; Full time

Job summary

Travel + Leisure Co. is seeking a Team Leader, Collections in the Philippines. You will coach collectors, drive portfolio performance, and resolve complex customer situations while partnering with front-line associates and leadership.

You will lead by example, ensuring compliance, and providing real-time support to sustain delinquency reduction goals and effective recovery strategies in a fast-paced environment.

Qualifications

• Minimum of two years of collections experience.
• Experience handling account resolution and customer negotiations.
• Knowledge of regulatory requirements related to collections.

Responsibilities

• Managing and prioritizing assigned portfolios, including high-risk and specialty account populations, to support delinquency reduction and recovery goals.
• Serving as an escalation point for complex accounts, customer concerns, disputes, and reactivation requests.
• Providing real-time floor and virtual support, including policy interpretation, process guidance, and decision-making assistance.
• Coaching and developing collectors through side-by-side support, performance feedback, and ongoing training.
• Reviewing account updates, documentation, and file maintenance activities for quality and compliance.
• Supporting reporting, month-end activities, portfolio reviews, and performance tracking.
• Identifying trends, risks, and operational opportunities and escalating insights to leadership.
• Providing leadership coverage when needed, including oversight of daily operations and escalation management.
• Supporting process improvements, system enhancements, training initiatives, and adoption of new tools and technologies.

Skills

Coaching

Leadership

Collections knowledge

Customer negotiations

Digital tools

MS Office (Outlook, Excel, Word)

Problem-solving

Communication

Education

High school diploma or GED/ALS

Associate or bachelor's degree preferred

Tools

Mainframe/legacy systems

MS Office Suite

Job description

Travel + Leisure Co. is seeking a Team Leader, Collections in the Philippines. You will coach collectors, drive portfolio performance, and resolve complex customer situations while partnering with front-line associates and leadership.

You will lead by example, ensuring compliance, and providing real-time support to sustain delinquency reduction goals and effective recovery strategies in a fast-paced environment.