Collections Lead

The Collections Lead is responsible for supervising and supporting both soft and hard collections

functions at Quickstop Finance Center. This role provides day-to-day leadership to a team of

collectors, ensuring effective recovery of delinquent and default accounts while maintaining

positive customer relationships. The Collections Lead drives performance through coaching,

reporting, process optimization, and enforcement of collection strategies aligned with company

standards and KPIs.

Primary duties and responsibilities:

1. Supervise, monitor, and actively support collection calls to secure payments, reduce

collections portfolio, and minimize account turnover.

2. Track, analyze, and optimize collections performance, producing daily and monthly KPI

reports accompanied by actionable improvement plans.

3. Implement and enforce collections strategies, policies, and procedural updates to

ensure consistency and compliance across the team.

4. Ensure automated, semi-automated, and agent-driven collection efforts are executed in

accordance with established company standards.

5. Evaluate collections best practices and operational workflows, providing

recommendations to enhance recovery effectiveness and process efficiency.

6. Maintain working knowledge of collections campaigns, dialer configurations, and

system components that impact team performance.

7. Support resolution of escalated customer issues, collaborating with internal and

external stakeholders as needed.

8. Manage and monitor the delinquent and default debt portfolios to ensure equitable

workload distribution, proper account assignment, and appropriate activity levels.

9. Liase with the Recoveries Manager for legal account escalation.

10. Develop workforce schedules to ensure staffing levels support achievement of

collections KPIs.

11. Coordinate resolution of IT and technical issues by submitting support tickets and

escalating to management when necessary.

12. Coach and mentor direct reports to achieve individual and team performance targets.

13. Provide relevant training to new hires and on new rollouts where required.

14. Promote a results-oriented culture among the team by highlighting and celebrating

wins.

15. Perform additional duties as assigned.

Professional Qualification Requirements:

The requirements that follow are representative of knowledge, skills and/or abilities required.

Education

Minimum Associates Degree in a Business Related Field.

Work Experience

Minimum of 3 years Supervisory experience in Collection, Call Center or related Field.

(Equivalent combination of education with work experience will be considered.)

Knowledge/Skills/Abilities

Advance communication skills – spoken and written

Advance Microsoft Excel

Intermediate experience with Call Center Systems

Ability to work efficiently in a high demand, team oriented and fast-paced environment

Attitude and Behaviours

Team player

Flexible

Respect for confidentiality and discretion

Trustworthy

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