Description The Collections Lead is responsible for managing multiple operational controls, process improvement activities and risk issues for the Recovery team. Analyzes and makes recommendations to improve productivity while maintaining established goals. Researches and resolves operational issues. Conducts problem solving sessions and oversees small projects with direction from management. Responsible for engaging and motivating colleagues by providing feedback and reinforcing desired behaviors. + Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation. + Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department service level agreements are met and/or exceeded + Risk Management: Identify and manage risk, minimizing the outcome and escalating where appropriate. Work with risk, compliance, and legal partners to review proposals and implement changes. + Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals + Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience + Be flexible to react and/or implement change initiatives + Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives + Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan + Review colleagues calls and evaluate and provide feedback and coaching. Qualifications - External + 2+ Year of Customer Service Experience/Collections experience + Excellent phone communication, listening and negotiation skills + Able to prioritize and manage daily workload to meet deadlines + Proven ability working in a team atmosphere; in a fast paced, fun environment + Computer proficiency and acumen + Self-motivated attitude with a desire to succeed The Lead is responsible for managing multiple operational controls, process improvement activities and risk issues for the collections team. Analyzes and makes recommendations to improve productivity while maintaining established goals. Researches and resolves operational issues. Conducts problem solving sessions and oversees small projects with direction from management. Responsible for engaging and motivating colleagues by providing feedback and reinforcing desired behaviors. + Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation + Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department service level agreements are met and/or exceeded + Risk Management: Identify and manage risk, minimizing the outcome and escalating where appropriate. Work with risk, compliance and legal partners to review proposals and implement changes + Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals + Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience + Be flexible to react and/or implement change initiatives + Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives + Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan Monday-Saturday--with the flexibility of shift rotations from 8am-5pm, 9am-7pm, Saturday 8am-12pm--40 hour work week Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. 06/27/2025