Collections Team Lead

First Investors Financial Services, Inc.; Atlanta (GA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Stellantis Financial Services, Inc. seeks a Collections Team Lead to resolve delinquent auto loan accounts, coach staff, ensure regulatory compliance, and support loss mitigation initiatives.

You will oversee escalated issues, monitor performance, and help implement process improvements to enhance customer experience and team efficiency. This role requires 2–3 years in auto finance and a HS diploma.

Qualifications

• Minimum 2-3 years of experience in the auto finance industry, including 1 year as a collector or similar position.
• High School Diploma or General Educational Development (GED) equivalent required.
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Knowledge of the FDCPA as well as FISC Collection Standards of Conduct
• Prefer previous leadership experience in a call center environment

Responsibilities

• Engages customers via telephone to negotiate payment on current and overdue balances.
• Records details of conversations and payment agreements in the collections system.
• Follows guidelines and procedures while handling sensitive information.
• Manages a collection queue and supports loss mitigation efforts.
• Provides coaching and guidance to associates and team members.
• Handles escalated calls and resolves complex account issues; escalates as needed.
• Coordinates daily tasks, monitors workflow, and assists with procedures.
• Analyzes collection data and prepares performance reports; supports documentation.

Skills

Leadership experience

Call center experience

FDCPA knowledge

Communication skills

Education

High School Diploma or GED

Job description

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

The Collections Team Lead supports the resolution of delinquent auto loan accounts while assisting Collection Team Managers with complex account issues, escalated calls, audits, and skip tracing. The role also provides coaching and training to associates, ensures compliance with standards, and contributes to loss of mitigation and process improvements that enhance both team performance and customer experience.

Essential Duties and Responsibilities:

Engages customers via telephone to negotiate payment of current and overdue balances, identify reasons for payment delays, and update customer records while verifying account holder identity and adhering to strict security protocols.

Records details of conversations and payment agreements meticulously in the collections system and ensures accurate documentation of customer interactions and agreements.

Follows established guidelines, conduct policies, and organizational procedures while maintaining regular access to sensitive consumer information.

Manages a collection queue, performs duties typical of a collection role, and supports loss of mitigation efforts through special account handling and resolution strategies.

Provides coaching, training, and guidance to associates and team members, enhancing skills, performance, and adherence to regulatory standards and best practices.

Handles escalated customer calls, resolve complex account issues, serve as initial contact in the manager’s absence, and promptly escalates employee or customer concerns.

Supports the team manager by coordinating daily task allocation, monitoring workflow and productivity, conducting account audits, performing skip tracing, and assisting with operational decisions and new procedures.

Analyzes collection data, compiles performance reports, recommends process improvements, and processes documentation related to loan assumptions, extensions, and modifications

Additional duties may be assigned as needed to support departmental or organizational objectives.

Qualifications and Competencies Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

Minimum 2-3 years’ experience in the auto finance industry, including 1 year as a collector or similar position

Education:

High School Diploma or General Educational Development (GED) equivalent required.

Additional Requirements:

Overtime required – required on an as needed basis.

Travel 0-10% - as required on an as needed basis.

Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Detroit, MI; Houston, TX; Phoenix, AZ.

Qualifications Preferred:

Knowledge of the FDCPA as well as FISC Collection Standards of Conduct

Prefer previous leadership experience in a call center environment

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment:

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

An applicant must be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.