Collection Recovery Lead

At Citizens, our colleagues are our greatest asset. That's why we are committed to fostering an engaged, collaborative, and high-performing workforce within our Collections and Recovery organization. We are looking for leaders who bring a positive attitude, a passion for coaching and development, and a desire to help both customers and colleagues succeed. This role offers the opportunity to make a meaningful impact while supporting a team dedicated to delivering exceptional customer experiences.

What You Can Expect in This Role

• Lead and support a team of Collections and Recovery Specialists in achieving department goals and delivering outstanding customer service.
• Serve as a primary resource for colleagues by providing guidance, coaching, and support throughout the workday.
• Handle escalated customer interactions and complex account situations with professionalism, empathy, and sound judgment.
• Conduct team huddles and communication sessions to share business updates, reinforce priorities, and drive team engagement.
• Monitor individual and team performance, providing ongoing coaching and feedback to support development and success.
• Process, analyze, and distribute multiple operational and performance reports to support business needs and identify trends.
• Partner with leadership to create a positive work environment focused on accountability, collaboration, and continuous improvement.
• Extensive training utilizing advanced tools and technology to support your leadership development and success.
• Dedicated support from leaders and peers who are invested in your growth and career progression.
• A culture that values teamwork, inclusion, recognition, and the unique contributions of every colleague.

What We Offer

• Competitive salary
• Comprehensive medical, dental, and vision benefits
• Generous Paid Time Off and wellness programs
• Variety of work schedules to support work-life balance
• Career development and advancement opportunities
• 401(k) with company match and Employee Stock Purchase Program
• Exclusive colleague offers on Citizens products and services
• A collaborative environment where leadership and professional growth are encouraged

Responsibilities

• Lead, motivate, and support a team of Collections and Recovery Specialists to achieve operational, service, quality, and compliance goals.
• Provide ongoing coaching, mentoring, and performance feedback to colleagues to support development and drive results.
• Facilitate daily and weekly huddles to communicate department updates, business priorities, performance expectations, and recognition.
• Handle escalated customer calls and complex account situations while ensuring an exceptional customer experience.
• Collect payments on delinquent accounts through effective negotiation, problem resolution, and customer-focused servicing techniques.
• Review account status, explain account conditions, and identify appropriate repayment solutions for customers experiencing financial hardship.
• Ensure adherence to all Citizens policies, procedures, and applicable federal, state, and local regulations regarding customer information and debt collection practices.
• Monitor team adherence, productivity, quality scores, and other departmental metrics to ensure performance expectations are met.
• Process, maintain, and analyze multiple operational reports while communicating key findings and trends to leadership.
• Support new colleague onboarding, training reinforcement, and ongoing development initiatives.
• Maintain accurate documentation and reporting through proper use of systems and tools.
• Demonstrate sound decision-making and serve as a role model for professionalism, customer service, and compliance standards.
• Partner with leadership to identify process improvements and opportunities to enhance team effectiveness and customer outcomes.

What Makes a Successful Collections and Recovery Team Lead?

Successful Team Leads combine strong leadership skills with a passion for developing others. They create an environment where colleagues feel supported, engaged, and accountable while maintaining a relentless focus on customer experience, compliance, and operational excellence. They are effective communicators who can confidently coach colleagues, navigate escalated customer interactions, analyze performance trends, and drive results through collaboration and teamwork. Most importantly, they lead by example, consistently demonstrating Citizens' values and commitment to helping customers achieve better financial outcomes.

Qualifications

• Proven leadership, coaching, or mentoring experience
• Excellent verbal and written communication skills
• Strong customer service, counseling, negotiation, and conflict-resolution abilities
• Ability to handle escalated customer situations with professionalism and empathy
• Knowledge of collections practices and Fair Debt Collection Practices regulations preferred
• Strong analytical skills with the ability to interpret and communicate operational reporting
• Experience managing competing priorities in a fast-paced environment
• Ability to motivate and influence others while fostering a positive team culture
• Strong organizational and time management skills
• Proficiency with Microsoft Office applications and business systems
• Ability to meet and drive monthly operational, service, and quality metrics
• Sound judgment and strong decision-making skills

Education

• High School Diploma required
• Associate's or Bachelor's degree preferred