Collection Recovery Lead

Citizens • Johnston, RI

8d

About The Position

Citizens is hiring a Collection Recovery Lead to lead and support a team of Collections and Recovery Specialists. The role focuses on achieving operational, service, quality, and compliance goals while delivering an exceptional customer experience. The Lead serves as a resource for colleagues, provides coaching and performance feedback, handles escalated customer interactions and complex account situations, and works with leadership to foster accountability, collaboration, and continuous improvement.

The position also involves collecting payments on delinquent accounts, reviewing account status and repayment options, monitoring team performance, and processing and analyzing operational reports. The Lead supports onboarding and ongoing colleague development, maintains accurate documentation, and ensures compliance with Citizens policies and applicable debt collection regulations. The schedule is 40 hours per week: 9 a.m.–7 p.m. four days per week, with one weekday off, and 8 a.m.–12 p.m. on Saturdays; the workplace is closed Sundays.

Requirements

• 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 professionally and empathetically.
• Strong analytical skills and 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.
• High school diploma required.
• Availability for a 40-hour schedule, including Saturdays: 9 a.m.–7 p.m. four days per week, one weekday off, and 8 a.m.–12 p.m. Saturday.

Nice To Haves

• Knowledge of collections practices and Fair Debt Collection Practices regulations.
• Associate's or bachelor's degree.

Responsibilities

• Lead, motivate, and support Collections and Recovery Specialists in meeting operational, service, quality, and compliance goals.
• Coach, mentor, and provide performance feedback to colleagues to support development and results.
• Facilitate daily and weekly huddles to communicate department updates, priorities, expectations, and recognition.
• Handle escalated customer calls and complex account situations while maintaining an exceptional customer experience.
• Collect payments on delinquent accounts through negotiation, problem resolution, and customer-focused servicing.
• Review account status, explain account conditions, and identify repayment solutions for customers experiencing financial hardship.
• Ensure compliance with Citizens policies and applicable federal, state, and local regulations concerning customer information and debt collection practices.
• Monitor team adherence, productivity, quality scores, and other departmental metrics.
• Process, maintain, and analyze operational reports and communicate findings and trends to leadership.
• Support new colleague onboarding, training reinforcement, and ongoing development initiatives.
• Maintain accurate documentation and reporting using systems and tools.
• Model professionalism, customer service, compliance, sound judgment, and strong decision-making.
• Partner with leadership to identify process improvements and opportunities to improve team effectiveness and customer outcomes.

Benefits

• Competitive salary
• Comprehensive medical, dental, and vision benefits
• Generous paid time off
• Wellness programs
• Variety of work schedules to support work-life balance
• Career development and advancement opportunities
• 401(k) with company match
• Employee Stock Purchase Program
• Exclusive colleague offers on Citizens products and services
• Collaborative environment that encourages leadership and professional growth
• Training using advanced tools and technology
• Support from leaders and peers invested in colleague growth and career progression

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED