Team Lead, Delinquent Customers

We’re looking for a Team Lead to manage our delinquent customer operations and improve debt recovery performance.

This is not a customer-facing collections role. Your focus will be on managing the team, workflows, systems and KPIs behind the collections process.

Responsibilities

·       Manage the delinquency team: assign tasks, monitor execution and ensure KPIs are met.

·       Own and improve collections KPIs and recovery performance.

·       Manage collections workflows in our CRM and ERP, including statuses, triggers, automated sequences and task routing.

·       Regularly review overdue accounts and prioritize recovery efforts.

·       Identify process gaps and propose improvements to our collections system and workflows.

·       Work with Operations, Customer Support and Development teams to implement improvements.

·       Coordinate escalations to third-party agencies or law enforcement when needed.

·       Report results, risks and improvement initiatives to senior management.

We’re looking for a Team Lead to manage our delinquent customer operations and improve debt recovery performance.This is not a customer-facing collections role. Your focus will be on managing the team, workflows, systems and KPIs behind the collections...

·       3+ years of experience in operations, customer support, collections or a related field.

·       2+ years of team management or supervisory experience.

·       Experience in collections, debt recovery, or working with delinquent customers is a strong advantage.

·       Strong ownership and ability to manage performance through KPIs.

·       Comfortable working with CRM/ERP systems and operational processes.

·       Fluent English (C1+). Russian is a plus.

·       Availability during US Eastern Time business hours.

We’re looking for a Team Lead to manage our delinquent customer operations and improve debt recovery performance.

This is not a customer-facing collections role. Your focus will be on managing the team, workflows, systems and KPIs behind the collections process.

Responsibilities

·       Manage the delinquency team: assign tasks, monitor execution and ensure KPIs are met.

·       Own and improve collections KPIs and recovery performance.

·       Manage collections workflows in our CRM and ERP, including statuses, triggers, automated sequences and task routing.

·       Regularly review overdue accounts and prioritize recovery efforts.

·       Identify process gaps and propose improvements to our collections system and workflows.

·       Work with Operations, Customer Support and Development teams to implement improvements.

·       Coordinate escalations to third-party agencies or law enforcement when needed.

·       Report results, risks and improvement initiatives to senior management.

We’re looking for a Team Lead to manage our delinquent customer operations and improve debt recovery performance.This is not a customer-facing collections role. Your focus will be on managing the team, workflows, systems and KPIs behind the collections...

·       3+ years of experience in operations, customer support, collections or a related field.

·       2+ years of team management or supervisory experience.

·       Experience in collections, debt recovery, or working with delinquent customers is a strong advantage.

·       Strong ownership and ability to manage performance through KPIs.

·       Comfortable working with CRM/ERP systems and operational processes.

·       Fluent English (C1+). Russian is a plus.

·       Availability during US Eastern Time business hours.