Collections Team Lead

About the role

The Collections Team Leader role is part of the Liberis team, which aims to empower small and medium-sized businesses by providing contextual financial solutions. This role will be based in Atlanta and will lead a team covering the entire US market.

Responsibilities

• Lead a small Collections team to achieve operational objectives, customer outcomes, and individual performance targets.
• Motivate, develop, and coach the team to ensure high performance and continuous improvement.
• Conduct regular quality assurance reviews of customer calls, account actions, correspondence, and case management activities to ensure compliance with internal policies and regulatory requirements.
• Analyse customer behaviour, payment trends, and portfolio performance to identify opportunities to improve collections outcomes and reduce default risk.
• Manage relationships with Debt Collection Agencies (DCAs) to ensure service levels, compliance requirements, and recovery KPIs are achieved.
• Identify process improvements and implement operational enhancements to improve efficiency and customer experience.
• Promote a customer-centric approach that balances commercial outcomes with positive customer experiences and regulatory expectations.

Requirements

• Demonstrated experience within a collections environment, ideally within SME lending, financial services, or commercial finance.
• Team leadership experience of managing, coaching, and developing small teams.
• Strong understanding of collections operations, arrears management, recoveries, and customer engagement strategies.
• Experience conducting quality assurance reviews, call monitoring, compliance assessments, and performance coaching.
• Excellent analytical and problem-solving skills with the ability to interpret data and drive informed decisions.
• Strong communication and stakeholder management skills, with the ability to influence at all levels.
• High level of integrity, professionalism, and sound judgement in all decisions and actions.
• Advanced proficiency in Microsoft Excel and experience using collections, CRM, and reporting systems.
• Strong attention to detail with a focus on accuracy, risk management, and compliance.
• Proven ability to identify process improvements and successfully implement operational enhancements.
• Self-motivated, highly organised, and able to effectively prioritize workload in a fast-paced environment.
• Passionate about delivering fair customer outcomes while achieving business objectives.

Qualifications

Advanced proficiency in Microsoft Excel and experience using collections, CRM, and reporting systems. Strong attention to detail with a focus on accuracy, risk management, and compliance. Proven ability to identify process improvements and successfully implement operational enhancements. Self-motivated, highly organized, and able to effectively prioritize workload in a fast-paced environment. Passionate about delivering fair customer outcomes while achieving business objectives.