Team Lead, Delinquent Customers

We’re looking for a Team Lead to manage our delinquent customer operations and improve debt recovery performance.

This is not a customer-facing collections role . Your focus will be on managing the team, workflows, systems and KPIs behind the collections process.

Responsibilities

·       Manage the delinquency team: assign tasks, monitor execution and ensure KPIs are met.

·       Own and improve collections KPIs and recovery performance.

·       Manage collections workflows in our CRM and ERP, including statuses, triggers, automated sequences and task routing.

·       Regularly review overdue accounts and prioritize recovery efforts.

·       Identify process gaps and propose improvements to our collections system and workflows.

·       Work with Operations, Customer Support and Development teams to implement improvements.

·       Coordinate escalations to third-party agencies or law enforcement when needed.

·       Report results, risks and improvement initiatives to senior management.