Collections Team Leader

Ubiquity; Iloilo; On-site; PHP 480,000 - 720,000; Full time

Job summary

Ubiquity is seeking a Collections Team Leader to guide frontline agents with a people-first approach. You will coach the team, conduct quality reviews, and drive improvements across processes. The role emphasizes leadership, coaching, and performance reporting within a fast-paced environment.

The ideal candidate brings at least 3 years in collections and 2 years in supervision, with strong communication and problem-solving skills to de-escalate and resolve complex accounts.

Qualifications

• 3+ years in collections
• 2+ years in a supervisory role
• Strong leadership and coaching abilities
• Proven problem-solving and decision-making skills
• Excellent verbal and written communication
• Active listening and ability to provide constructive feedback
• Knowledge of high-risk accounts, Title & Insurance processes, and escalation procedures
• Experience in performance analysis and reporting
• Excellent organizational, prioritization, and time management
• Customer-focused with effective de-escalation

Responsibilities

• Lead the collections team and mentor frontline leaders and agents
• Conduct call audits and quality reviews
• Provide real-time support (LILO)
• Lead jumpstarts and knowledge sessions
• Follow up with customers and complete calls
• Prepare performance reports and analyze trends
• Coach and deliver talkoffs to improve performance
• Create and manage chat communications
• Identify performance opportunities and drive process improvements

Skills

Leadership & coaching

Problem-solving

Critical thinking

Decision-making

Communication skills

Active listening

De-escalation

Performance analysis

Time management

Adaptability

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Collections Team leader,you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do

• Team Leads serve as operational subject matter experts who support frontline leaders and agents by providing coaching, guidance, and assistance with complex customer scenarios, and account inquiries. They help drive performance through quality reviews, support, reporting, and continuous improvement initiatives.
• Conducting call audits and quality reviews
• Providing realtime support (LILO)
• Leading jumpstarts and knowledge sessions
• Completing followup calls with customers
• Performance reporting and trend analysis
• Coaching and talkoffs
• Creating and managing chat communications
• Identifying performance opportunities and process improvements

What We’re Looking For

• At least 3 years of experience in the Collections
• At least 2 years of supervisory background
• Leadership and coaching
• Problem-solving, critical thinking, and decision-making
• Strong verbal and written communication
• Active listening and constructive feedback
• Knowledge of high-risk accounts, Title & Insurance processes, and escalation procedures
• Performance analysis and reporting
• Organization, prioritization, and time management
• Customer-focused with effective de-escalation
• Ability to identify, escalate, and resolve operational issues
• Adaptability and continuous improvement

Why Join Us?

Head : Access to career development programs that help you grow professionally and personally.

Heart : Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle : Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, we bring Head, Heart, and Hustle to life every day.