Central Collections Team Lead

America's CAR-MART, Inc.•Rogers, AR

18h

About The Position

America’s Car-Mart is seeking a Collections Team Lead to join our Centralized Collections team. This role is ideal for someone who has strong collections experience, sound judgment, and a desire to support others while still actively working accounts. The Collections Team Lead is a senior member of the team who works alongside Account Representatives while serving as a go-to resource for escalated customer situations, advanced account servicing, and complex account decisions. This role does not have direct reports but provides leadership presence during Saturdays and other times when a Supervisor or Manager is not on site.

Requirements

Strong collections or account servicing experience.
The ability to handle escalated customer situations with professionalism and good judgment.
A customer-focused approach with the ability to treat every customer with dignity and respect.
Strong communication, problem-solving, and decision-making skills.
The ability to coach and support team members in real time.
A positive leadership presence, especially during shifts when management is not on site.
The ability to stay organized, focused, and productive in a fast-paced environment.
A strong understanding of company policies, procedures, and compliance expectations.
Reliable daily attendance to ensure responsibilities are completed in a timely manner.

Responsibilities

Work delinquent accounts by contacting customers, managing payment arrangements, and meeting individual production and quality expectations.
Model the standard for customer interactions by treating every customer with care, dignity, and respect.
Handle escalated calls when a customer requests a supervisor or when the situation requires additional support or decision-making.
Make advanced account servicing decisions, including Contract Modification Agreements and other restructuring decisions within role authority.
Assist team members with difficult account situations, including customer hardship, disputed balances, payment arrangements outside normal guidelines, and repossession-related conversations.
Serve as an in-the-moment coaching resource to help Account Representatives build confidence and skill in handling challenging calls.
Share best practices and successful approaches to help improve overall team performance.
Participate in call reviews and calibration sessions when requested.
Provide on-the-floor leadership on Saturdays and during shifts when no Centralized Collections Manager is present.
Oversee call coverage, breaks, and schedule adherence during covered shifts.
Communicate significant issues, customer complaints, or operational concerns to the Centralized Collections Manager.
Reinforce company standards, policies, procedures, and applicable laws and regulations.
Identify recurring issues or process gaps and bring suggested improvements forward.
Support a positive team culture through professionalism, recognition, friendly competition, and strong morale.