Collection Recovery Lead

Citizens Financial Group•Johnston, RI

About The Position

The Collection Recovery Lead leads and supports a team of Collections and Recovery Specialists in meeting operational, service, quality, and compliance goals while delivering an exceptional customer experience. The role provides day-to-day guidance, coaching, mentoring, and performance feedback; handles escalated customer interactions and complex accounts; and supports onboarding and ongoing colleague development. The Lead monitors team performance and adherence, analyzes and distributes operational reports, and partners with leadership to identify trends and process improvements. The position also collects payments on delinquent accounts, explains account conditions, and helps customers experiencing financial hardship identify appropriate repayment solutions, while ensuring compliance with Citizens policies and applicable debt-collection regulations. The role offers leadership development and career progression in a collaborative environment. The schedule is 40 hours per week: 9 a.m.–7 p.m. four days per week, with one weekday off, plus 8 a.m.–12 p.m. Saturdays; Sundays are closed.

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 with professionalism and empathy.
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.

Nice To Haves

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

Responsibilities

Lead, motivate, and support Collections and Recovery Specialists in achieving operational, service, quality, and compliance goals.
Coach, mentor, and provide performance feedback to colleagues to support their development and results.
Facilitate daily and weekly huddles to communicate updates, priorities, expectations, and recognition.
Handle escalated customer calls and complex account situations professionally and empathetically.
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 adherence to Citizens policies, procedures, and applicable federal, state, and local regulations concerning customer information and debt collection.
Monitor team adherence, productivity, quality scores, and other departmental metrics.
Process, maintain, analyze, and distribute operational reports; communicate key 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 effective decision-making.
Partner with leadership to identify process improvements and opportunities to improve team effectiveness and customer outcomes.