Lead Collections Specialist
On-siteCharlotte, North Carolina, United States
Job Summary
Manage high-volume collection activity across an assigned district by contacting customers to resolve past-due accounts through repayment or settlement arrangements. Negotiate solutions using approved tools while delivering a respectful experience, and partner with branch teams to identify performance trends and provide targeted support. Train and coach branch members on delinquency management and account resolution techniques, working closely with the District Manager to prioritize needs. Maintain accurate documentation following all regulatory requirements, and travel to branches within and outside the district as needed. Schedule includes Monday-Friday standard hours with some extended hours and potential Saturday coverage.
Required Qualifications
- High School Diploma or GED
- 2-3 years of related experience in collections, consumer lending, financial services, or account resolution
- Strong customer service, relationship-building, and negotiation skills
- Ability to manage a high-volume workload, prioritize effectively, and consistently work toward performance goals
- Sound judgment, critical-thinking skills, and the ability to make informed decisions
- Ability to influence, coach, and build trust with customers and colleagues
- Willingness and ability to travel to branches within and outside the assigned district
- Ability to successfully complete all required training programs
- Monday-Friday during standard business hours
- Some extended hours during the week as needed which may include Saturday
- On site
Desired Qualifications
- Previous experience coaching, mentoring, or training others
- Experience supporting multiple branches, locations, or teams
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