USA Collections Team Leader

CXP are now part of the Huntswood Group; KwaZulu-Natal; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading services provider is seeking a Collections Team Leader to manage outstanding payments for U.S. clients. This role involves guiding the team to achieve performance goals in a high-pressure environment. The ideal candidate will have at least 2 years of experience, strong problem-solving skills, and the ability to work U.S. shifts. They will foster a high-performance culture and ensure quality standards are met.

Qualifications

• 2 years team leader experience managing an international collections/retentions team.
• Must be able to work USA shifts.
• Strong understanding of FDCPA.
• Strong technical problem-solving skills.
• High attention to detail.

Responsibilities

• Managing performance and achievement of team KPIs.
• Extensive coaching experience to assist agents.
• Navigate multiple systems.
• Address team professional development.
• Monitor quality standards focusing on CSAT.

Skills

Sales coaching

Upskilling teams successfully

Continuous improvement

Operational knowledge

Workload prioritization

Education

Matric / NQF Level 4

Job description

Job Overview

The Collections Team Leader will oversee the process of recovering outstanding payments related to past-due mortgage or maintenance accounts for our U.S.-based client.

The purpose of the role is to guide, oversee, develop, and inspire the team to achieve the goals that contribute to the growth of the department and wider organization. They do this by creating an environment that promotes positive communication, encourages bonding of team members, and drives a culture of high performance.

Job Responsibilities

• Managing performance and achievement of team KPIs
• Extensive coaching experience - Ability to assist agents to improve on call flow
• Navigate multiple systems
• Leave/absence management ensuring required resourcing is available as per SLA
• Regular call listening to provide guidance and support
• Address team professional development (CPD, succession, career pathing, etc.)
• Monitor quality standards with focus on CSAT
• Address knowledge and skill gaps through necessary actions
• Maintain a focus on customer experience by reinforcing high standards with the team
• Participate in department projects and change activities
• Execute actions from business-related projects
• Respond promptly to client queries and communication
• Prepare adequately for client visits
• Identify beneficial change initiatives with Ops Lead for the team or department
• Partner with Business on wider organizational change initiatives when invited
• Complete all reports in line with schedule and client requirements

Job Requirements

• Matric / NQF Level 4
• 2 years team leader experience managing an international collections/retentions team
• Must be able to work USA shifts
• Strong understanding of FDCPA
• Strong technical problem-solving skills
• High attention to detail

Required Skills

• Sales coaching
• Upskilling teams successfully
• Continuous improvement
• Operational knowledge
• Workload prioritization

Core Behaviors

Huntswood’s employees are dependable, driven, and collaborative. The job holder should align with our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"It's not just about what we do, but the way we do it. And it's our values that make us special."