Job Description: 
The Collections Lead is responsible for supervising and supporting both soft and hard collections
functions at Quickstop Finance Center. This role provides day-to-day leadership to a team of
collectors, ensuring effective recovery of delinquent and default accounts while maintaining
positive customer relationships. The Collections Lead drives performance through coaching,
reporting, process optimization, and enforcement of collection strategies aligned with company
standards and KPIs.
 

Primary duties and responsibilities:
 
1. Supervise, monitor, and actively support collection calls to secure payments, reduce
collections portfolio, and minimize account turnover. 
2. Track, analyze, and optimize collections performance, producing daily and monthly KPI
reports accompanied by actionable improvement plans. 
3. Implement and enforce collections strategies, policies, and procedural updates to
ensure consistency and compliance across the team. 
4. Ensure automated, semi-automated, and agent-driven collection efforts are executed in
accordance with established company standards. 
5. Evaluate collections best practices and operational workflows, providing
recommendations to enhance recovery effectiveness and process efficiency. 
6. Maintain working knowledge of collections campaigns, dialer configurations, and
system components that impact team performance. 
7. Support resolution of escalated customer issues, collaborating with internal and
external stakeholders as needed.

8. Manage and monitor the delinquent and default debt portfolios to ensure equitable
workload distribution, proper account assignment, and appropriate activity levels. 
9. Liase with the Recoveries Manager for legal account escalation.  

10. Develop workforce schedules to ensure staffing levels support achievement of
collections KPIs. 
11. Coordinate resolution of IT and technical issues by submitting support tickets and
escalating to management when necessary. 
12. Coach and mentor direct reports to achieve individual and team performance targets. 
13. Provide relevant training to new hires and on new rollouts where required. 
14. Promote a results-oriented culture among the team by highlighting and celebrating
wins. 
15. Perform additional duties as assigned.

Professional Qualification Requirements: 
The requirements that follow are representative of knowledge, skills and/or abilities required.  

Education 
Minimum Associates Degree in a Business Related Field.

Work Experience
Minimum of 3 years Supervisory experience in Collection, Call Center or related Field. 
(Equivalent combination of education with work experience will be considered.)

Knowledge/Skills/Abilities
▪ Advance communication skills – spoken and written
▪ Advance Microsoft Excel
▪ Intermediate experience with Call Center Systems
▪ Ability to work efficiently in a high demand, team oriented and fast-paced environment 

Attitude and Behaviours
▪ Team player
▪ Flexible  
▪ Respect for confidentiality and discretion
▪ Trustworthy