Collections & Recovery Team Leader

Citizens Bank; Johnston (RI); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Generous PTO

Work schedule variety

Career development

401(k) with match

Employee stock purchase program

Job summary

Citizens Bank in Johnston, RI seeks a dynamic Collections and Recovery Team Lead to guide a team of specialists, drive performance, and uphold compliant debt-collection practices. You will conduct daily huddles, provide coaching, analyze reports, and partner with leadership to improve customer outcomes in a collaborative environment.

This role requires strong leadership, excellent communication, and the ability to navigate escalated calls with empathy.

Qualifications

• Proven leadership, coaching, or mentoring experience.
• Excellent verbal and written communication skills.
• Knowledge of collections practices and FDCPA preferred.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead, motivate, and support a team of Collections and Recovery Specialists to achieve operational, service, quality, and compliance goals.
• Provide ongoing coaching, mentoring, and performance feedback to colleagues to support development and drive results.
• Facilitate daily and weekly huddles to communicate department updates, business priorities, performance expectations, and recognition.
• Handle escalated customer calls and complex account situations while ensuring an exceptional customer experience.
• Collect payments on delinquent accounts through effective negotiation, problem resolution, and customer-focused servicing techniques.
• Review account status, explain account conditions, and identify appropriate repayment solutions for customers experiencing financial hardship.
• Ensure adherence to all Citizens policies, procedures, and applicable federal, state, and local regulations regarding customer information and debt collection practices.
• Monitor team adherence, productivity, quality scores, and other departmental metrics to ensure performance expectations are met.
• Process, maintain, and analyze multiple operational reports while communicating key findings and trends to leadership.
• Support new colleague onboarding, training reinforcement, and ongoing development initiatives.
• Maintain accurate documentation and reporting through proper use of systems and tools.
• Demonstrate sound decision-making and serve as a role model for professionalism, customer service, and compliance standards.
• Partner with leadership to identify process improvements and opportunities to enhance team effectiveness and customer outcomes.

Skills

Leadership

Coaching

Customer service

Communication

Analytical skills

Problem solving

Team motivation

Education

High School Diploma

Associate's or Bachelor's degree preferred

Tools

Microsoft Office

Job description

Citizens Bank in Johnston, RI seeks a dynamic Collections and Recovery Team Lead to guide a team of specialists, drive performance, and uphold compliant debt-collection practices. You will conduct daily huddles, provide coaching, analyze reports, and partner with leadership to improve customer outcomes in a collaborative environment.

This role requires strong leadership, excellent communication, and the ability to navigate escalated calls with empathy.