The Team Lead – Debt Collection

Position Summary
The Team Lead – Debt Collection
Full Time
Time Schedule: 8am-4pm Quebec Canada time

The Team Lead – Debt Collection is responsible for supervising, coaching, and driving performance of a team of debt collectors while ensuring compliance with all applicable laws and internal policies. This role combines hands-on collections activities, people leadership, performance management, and regulatory compliance to maximize recovery rates while maintaining a professional, ethical customer experience.
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Key Responsibilities
1. Team Leadership & Coaching
· Supervise a team of debt collectors (typically 5–15 agents)
· Provide daily guidance, coaching, and performance feedback
· Conduct regular one-on-one meetings and team huddles
· Support onboarding and training of new collectors
· Motivate the team to achieve individual and team targets

2. Collections Operations
· Oversee outbound and inbound collection activities
· Assist with complex, high-balance, or escalated accounts
· Review and approve payment arrangements and settlements
· Monitor call quality, negotiation techniques, and tone
· Ensure accurate documentation of all collection activities

3. Performance Management
· Track KPIs such as:
o Recovery rate
o Promise-to-Pay kept ratio
o Call productivity
o Aging reduction

· Identify performance gaps and implement corrective actions
· Prepare daily, weekly, and monthly performance reports

4. Compliance & Risk Management
· Ensure full compliance with:
o Provincial/State collection laws
o Consumer protection regulations
o FDCPA (US) / Provincial Collection Acts (Canada)

· Enforce adherence to internal policies and scripts
· Handle consumer complaints and regulatory escalations
· Maintain confidentiality and data-privacy standards

5. Collaboration & Continuous Improvement
· Work closely with the leadership team in Montreal (Canada)
· Provide feedback on processes, scripts, and system improvements
· Participate in strategy sessions to improve recovery outcomes
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Qualifications & Experience
Required
· 3–5 years of experience in debt collection or credit operations
· Minimum 1–2 years in a supervisory or senior collector role
· Strong knowledge of collection laws and compliance standards
· Proven ability to lead and motivate a team
· Excellent negotiation and communication skills

Preferred
· Experience in:
o Consumer lending
o Micro-loans / installment loans
o Financial services or call center environment
· Experience with collection systems (LendSuite, Experian, FICO, etc.)
· English speaking and writing
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Skills & Competencies
· Leadership and people management
· Performance coaching and accountability
· Conflict resolution and negotiation
· Analytical and KPI-driven mindset
· Strong written and verbal communication
· High ethical standards and professionalism
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Key Performance Indicators (KPIs)
· Portfolio recovery rate
· Reduction in delinquency buckets
· Agent productivity and quality scores
· Compliance audit results
· Employee retention and engagement


HOW TO APPLY:
Include code 0116 along with your cover letter explaining your relevant experience. Do not give me a ChatGPT application. It will be automatically deleted. Attach the link of your latest CV.