Collections Team Lead

About the role

Stellantis Financial Services (SFS) is the captive finance company for a global automaker with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. The company’s rapid growth creates opportunities to advance careers while delivering products and services that enhance the customer experience.

The Collections Team Lead supports the resolution of delinquent auto loan accounts, assists Collection Team Managers with complex account issues, escalated calls, audits, and skip tracing, provides coaching and training to associates, ensures compliance with standards, and contributes to loss‑mitigation and process improvements that boost team performance and customer experience.

Responsibilities

• Engage customers via telephone to negotiate payment of current and overdue balances, identify reasons for payment delays, and update customer records while verifying account holder identity and adhering to strict security protocols.
• Record details of conversations and payment agreements meticulously in the collections system, ensuring accurate documentation of customer interactions and agreements.
• Follow established guidelines, conduct policies, and organizational procedures while maintaining regular access to sensitive consumer information.
• Manage a collection queue, perform duties typical of a collection role, and support loss‑mitigation efforts through special account handling and resolution strategies.
• Provide coaching, training, and guidance to associates and team members, enhancing skills, performance, and adherence to regulatory standards and best practices.
• Handle escalated customer calls, resolve complex account issues, serve as the initial contact in the manager’s absence, and promptly escalate employee or customer concerns.
• Support the team manager by coordinating daily task allocation, monitoring workflow and productivity, conducting account audits, performing skip tracing, and assisting with operational decisions and new procedures.
• Analyze collection data, compile performance reports, recommend process improvements, and process documentation related to loan assumptions, extensions, and modifications.
• Perform additional duties as needed to support departmental or organizational objectives.

Requirements

• Minimum 2–3 years’ experience in the auto finance industry, including at least 1 year as a collector or in a similar position.
• High School Diploma or General Educational Development (GED) equivalent required.
• Overtime required on an as‑needed basis.
• Travel 0–10% as required on an as‑needed basis.
• Reliable transportation and residence within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Detroit, MI; Houston, TX; Phoenix, AZ.

Preferred Qualifications

• Knowledge of the Fair Debt Collection Practices Act (FDCPA) and FISC Collection Standards of Conduct.
• Previous leadership experience in a call‑center environment.

Physical Demands

• Regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear.
• Occasionally required to stand; walk; stoop, kneel, crouch, or crawl.
• Occasionally lift and/or move up to 10 pounds.
• Close vision required.

Work Environment

The noise level in the work environment is usually moderate.

Work Schedule

• Various shifts to accommodate business needs, typically between 8 AM‑6 PM Monday through Friday and on weekends as needed.
• Travel required 10% of the time.

Eligibility

• Applicant must be authorized to work in the United States.
• Stellantis Financial Services will not sponsor applicants for work visas of any type.