Bilingual Collections Team Lead

Del Sol Furniture & Mattress•Phoenix, AZ

1d•Onsite

About The Position

Del Sol Furniture finances its own customers through an in-house lending company. The collections team works with real customers who have purchased furniture and are financed through the company. This role is for an experienced bilingual collector who is ready to lead a small team, make decisions on the floor, and be responsible for the team's daily results. The position reports directly to the collections manager and will help shape the department's operations. This role is ideal for someone who has been a top collector and desires a position where they are rewarded for improving the performance of others.

Requirements

Fluent in English and Spanish.
3+ years of experience in collections, loan servicing, or accounts receivable.
A proven record of top performance in collections.
Experience leading, training, or coaching others (formally or informally).
Ability to remain calm under pressure and be firm without being aggressive.
Organized, detail-oriented, and comfortable working with numbers and reports.
Willingness to learn new software; training on company systems will be provided.

Responsibilities

Lead the team by coaching and supporting a small team of full-time and part-time collectors.
Run daily priorities, including assigning accounts to collectors, managing follow-ups, and handling escalations.
Review calls and account notes for quality, accuracy, and compliance with policies.
Track team and individual performance metrics, and intervene when individuals are falling behind.
Train new collectors on company processes, systems, and standards.
Handle escalated customer issues and difficult situations that the team cannot resolve.
Make day-to-day decisions regarding payment arrangements and team coverage within company guidelines.
Manage a personal portfolio of past-due accounts in both English and Spanish.
Negotiate payment arrangements that customers can realistically adhere to.
Adhere to company policy and all applicable state and federal consumer lending regulations.
Document all conversations and agreements accurately.
Identify areas for improvement within the department and propose solutions to the collections manager.
Contribute to the development of improved scripts, processes, and reporting as the company grows.