Lead Collections Agent

Nuvative, Inc; Wichita (KS); On-site; USD 18,000 - 30,000; Full time

Benefits offered by this job

Medical, Dental & Vision

FSA

401(k)

Life Insurance & AD&D

Paid time off

Holidays

Parental leave

Company lunch

Job summary

Nuvative, Inc. is seeking a Lead Collections Agent to guide a team of collection agents, drive performance, and maintain high-quality customer service in our collections department.

The role emphasizes leadership, strategy, and empathetic yet assertive communication to maximize recoveries while preserving client relationships. You will mentor staff, monitor KPIs, collaborate with management, ensure compliance with regulations, and develop strategies to improve collections outcomes while

Qualifications

• Minimum of four (4) years of collections experience or two (2) years in management in a related field.
• Ability to prioritize and adapt to changing priorities in a fast-paced environment.
• Strong leadership, communication and decision-making skills.
• Understanding of general customer service/collections principles and practices.
• Proficient with common business software (Microsoft Office, Excel).
• Willingness to adhere to shift, meal and break schedules; flexible staffing coverage.

Responsibilities

• Lead, mentor, and coach a team of collection agents to achieve goals.
• Ensure team has skills and knowledge to perform effectively.
• Foster a positive, high-performance team culture.
• Conduct meetings and one-on-one sessions to provide feedback.
• Monitor KPIs and performance, and implement productivity strategies.
• Analyze collection data to identify trends and improvements.
• Prepare and present performance reports to senior management.
• Stay compliant with industry regulations and company policies.
• Handle escalated customer issues with professionalism and empathy.
• Review customer accounts and make decisions for collections actions.

Skills

Leadership

Communication

Decision-making

Customer service

Microsoft Excel

Microsoft Office

Prioritization

Tools

Microsoft Office

Microsoft Excel

Job description

DEPARTMENT : Collections
JOB TITLE: Lead Collections Agent
REPORTS TO: Collections Supervisor
Pay: Up to $22 an hour depending on experience, with monthly bonus potential
Hours: 9am-6pm M-F
WHO WE ARE: Nuvative is a fast-growing innovative technology company impacting employees through continuing education and guidance. As an employer of choice, we provide our employees with a culture of kindness, fairness, self-development, contribution, collaboration, diversity, innovation, and fun.
JOB PURPOSE: The Lead Collections Agent plays a pivotal role in driving the success of our collections department by leveraging their competitive nature, internal drive, and people-oriented approach. This role is responsible for leading a team of collection agents to meet and exceed performance targets while maintaining the highest standards of customer service. The Lead Collections Agent will motivate and inspire their team, foster a positive and collaborative work environment, and develop strategies to optimize collections processes and outcomes. Their ability to teach a balanced approach of assertiveness and empathy ensures both the recovery of outstanding debts and the maintenance of positive customer relationships.

Responsibilities

• Lead, mentor, and coach a team of collection agents to achieve individual and team performance goals
• Ensure team members are equipped with the necessary skills and knowledge to perform their roles effectively
• Foster a positive, supportive, and high-performance team culture
• Conduct regular team meetings and one-on-one sessions to provide feedback, set expectations, and discuss performance
• Monitor and evaluate team performance against established KPIs and targets
• Implement strategies to improve team productivity and effectiveness
• Analyze collection data to identify trends and areas for improvement
• Prepare and present regular performance reports to senior management
• Stay updated with industry best practices and regulatory requirements to ensure compliance
• Handle escalated customer issues and complaints with professionalism and empathy
• Ensure all customer interactions are conducted with respect and adhere to company policies
• Assist with call monitoring and training as needed
• Independently assess and appropriately react to staffing and call volume needs
• Process customer inquiries and requests with a high attention to detail and accuracy
• Review and make decisions regarding customer accounts for collections agents
• Act as decision maker when senior management is unavailable
• Meet or exceed punctuality and attendance standards
• Exercise sound judgment and decision‑making
• Follow proper policies and procedures for assigned tasks and projects
• Establish and maintain cooperative working relationships with all departments
• Actively contribute to company growth and improvement
• Respond to suggestions and guidance with a positive attitude

Qualifications

• Minimum of four (4) years of collections experience OR two (2) year of management experience in a related field is required.
• Ability to prioritize and adapt to changing priorities while functioning independently in a fast-paced environment
• Must have strong leadership, communication, and decision-making skills
• Strong understanding and application of general Customer Service/Collections principles and practices
• Proficient PC skills and proficiency with commonly used business software (Microsoft Office, Microsoft Excel, etc.)
• Willingness to adhere to set shift, meal, and break schedules
• Willingness to work a flexible schedule and help cover gaps in staffing on short notice

WHY WORK FOR US:

At Nuvative, you’ll find an environment where our team is the core of what we do, good work is rewarded, and growth is valued. Nuvative offers competitive wages to qualified individuals and the opportunity to grow professionally and personally through diverse work experiences and hands on training. The heart of our employee culture are the values that we not only preach, but also practice every day:

• Initiative : Handling opportunities with confidence and enthusiasm.
• Persistence : Moving forward in the face of adversity.
• Teamwork : Uniting the combined effort of our organization.
• Respect : Considering the feelings of others in your action.
• Integrity : Maintaining honesty and strong principles.
• Innovation : Inspiring progress with results and ingenuity.

What We Can Offer You

• Medical, Dental and Vision insurance.
• Flexible Spending Account- Health & Dependent Care available
• 401(k)
• Voluntary Life Insurance and AD&D
• Paid time off
• Holidays
• Paid Parental leave (after a year)
• Monthly Company Paid lunch

The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel in this position.