Collections Team Lead — Coach, Guide & Optimize

Reach Financial; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Healthcare, Life Insurance, 401k Match

Disability (short-term, long-term), EA

Job summary

Reach Financial is expanding its Collections team and seeks a Team Lead to supervise a group of Collections Specialists. You will coach, develop, and monitor performance to meet KPIs while ensuring a high quality customer experience.

You will drive onboarding, provide escalation support, and maintain a positive, accountable team culture. The role emphasizes leadership, collaboration, and operational excellence in a fast-paced fintech environment.

Qualifications

• Minimum of one-year relevant collections experience.
• Proven leadership capability and professionalism.
• Strong written and verbal communication.
• Excellent organizational and time-management skills.
• Ability to coach, develop, and hold team accountable.
• Proficiency with Microsoft Office and internal systems.

Responsibilities

• Supervise and support a team of Collections Specialists.
• Conduct regular coaching, 1:1 meetings, and performance follow-up.
• Provide feedback on KPI performance, quality, and customer experience.
• Support onboarding, development, and engagement of team members.
• Promote a positive, accountable, and collaborative team culture.
• Monitor daily team performance and prioritization of tasks.
• Serve as escalation point for complex customer interactions.
• Ensure adherence to procedures and collection strategies.
• Coordinate staffing, scheduling, and performance reviews.
• Partner with management on initiatives and reporting.

Skills

Leadership

Coaching

KPI management

Customer experience

Escalations

Onboarding

Team collaboration

Time management

Analytical thinking

Problem solving

Decision making

Communication

Tools

Microsoft Office

Job description

Reach Financial is expanding its Collections team and seeks a Team Lead to supervise a group of Collections Specialists. You will coach, develop, and monitor performance to meet KPIs while ensuring a high quality customer experience.

You will drive onboarding, provide escalation support, and maintain a positive, accountable team culture. The role emphasizes leadership, collaboration, and operational excellence in a fast-paced fintech environment.