Collections Team Lead

Stellantis Financial Services•Atlanta, GA

3d•Onsite

About The Position

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience. Position Summary: The Collections Team Lead supports the resolution of delinquent auto loan accounts while assisting Collection Team Managers with complex account issues, escalated calls, audits, and skip tracing. The role also provides coaching and training to associates, ensures compliance with standards, and contributes to loss of mitigation and process improvements that enhance both team performance and customer experience.

Requirements

Minimum 2-3 years’ experience in the auto finance industry, including 1 year as a collector or similar position
High School Diploma or General Educational Development (GED) equivalent required.
Overtime required – required on an as needed basis.
Travel 0-10% - as required on an as needed basis.
Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Detroit, MI; Houston, TX; Phoenix, AZ.
An applicant must be authorized to work in the United States to be eligible for this position.
Candidates must possess authorization to work in the United States.

Nice To Haves

Knowledge of the FDCPA as well as FISC Collection Standards of Conduct
Prefer previous leadership experience in a call center environment

Responsibilities

Engages customers via telephone to negotiate payment of current and overdue balances, identify reasons for payment delays, and update customer records while verifying account holder identity and adhering to strict security protocols.
Records details of conversations and payment agreements meticulously in the collections system and ensures accurate documentation of customer interactions and agreements.
Follows established guidelines, conduct policies, and organizational procedures while maintaining regular access to sensitive consumer information.
Manages a collection queue, performs duties typical of a collection role, and supports loss of mitigation efforts through special account handling and resolution strategies.
Provides coaching, training, and guidance to associates and team members, enhancing skills, performance, and adherence to regulatory standards and best practices.
Handles escalated customer calls, resolve complex account issues, serve as initial contact in the manager’s absence, and promptly escalates employee or customer concerns.
Supports the team manager by coordinating daily task allocation, monitoring workflow and productivity, conducting account audits, performing skip tracing, and assisting with operational decisions and new procedures.
Analyzes collection data, compiles performance reports, recommends process improvements, and processes documentation related to loan assumptions, extensions, and modifications.
Additional duties may be assigned as needed to support departmental or organizational objectives.