Team Lead - Field Recovery (TL-FR)

Requirements

• Bachelor’s degree in a relevant field.
  
• 3+ years of experience in collections/field recovery, with at least 1 year in a supervisory role.
  
• Strong understanding of delinquency management and roll rates.
  
• Proven experience managing and motivating field teams.
  
• Strong negotiation, communication, and conflict resolution skills.
  
• Proficiency in Microsoft Excel; familiarity with reporting tools is an advantage.
  
• Ability to analyze data and drive performance improvements.
  

• Supervise and coach Field Collections Agents to achieve daily activity, recovery, and contact targets.
  
• Drive team performance against recovery, PTP conversion, and roll rate reduction objectives.
  
• Monitor portfolio performance and ensure effective management across delinquency buckets.
  
• Conduct regular reviews of team activities, field reports, and recovery outcomes.
  
• Ensure the team accurately, completely, and timely reports all recovery activities in the collections management system.
  
• Handle escalations from customers and team members.
  
• Monitor field execution (visits, follow-ups, skip tracing) to ensure adherence to standards.
  
• Support the training and development of collectors.
  
• Investigate account histories to support recovery strategies.
  
• Collaborate with stakeholders to resolve complex or high-risk cases.