Collections Team Lead

We are looking for an experienced Collections Team Lead to help oversee daily collections operations for a growing Mortgage Servicing firm in a northwest suburb of Chicago, Illinois. This position supports departmental leadership by guiding staff, maintaining service standards, and helping ensure regulatory expectations and internal performance goals are consistently achieved. The ideal candidate brings strong mortgage collections knowledge, confidence in handling escalated delinquency matters, and a hands-on approach to coaching, reporting, and workflow coordination.

Responsibilities:

• Guide and support collectors through daily operations, offering direction on complex account issues and serving as a resource for challenging borrower situations.

• Monitor individual and team performance through call reviews, side-by-side coaching, and ongoing feedback to strengthen quality, productivity, and accuracy.

• Assist with training initiatives by reinforcing best practices, supporting onboarding activities, and helping team members build technical knowledge.

• Step into frontline collections work when needed, including managing inbound borrower calls, handling queue activity, and supporting dialer-related tasks.

• Oversee dialer performance by launching campaigns, tracking agent-level results, and adjusting activity to improve outreach effectiveness.

• Partner with management to review reporting, evaluate workflow coverage, coordinate assignments, and prepare operational summaries for the department.

• Address escalated delinquent mortgage accounts with appropriate urgency while meeting client timelines, service expectations, and departmental standards.

• Review items such as fee or late charge waiver requests, provide payment-related guidance, and route approved actions for processing.

• Help maintain compliance with applicable servicing regulations, collection laws, and company procedures while ensuring timely responses to borrowers and business partners.

• Support supervisory activities such as timecard review, staff evaluations, performance observations, and recommendations for employee development.

Qualifications:

• At least 3 years of collections experience, including direct work with loan accounts that are 90 or more days delinquent.

• Strong background in mortgage servicing, collections operations, and consumer loan account administration.

• Working knowledge of the Fair Debt Collection Practices Act and Consumer Financial Protection Bureau requirements.

• Ability to interpret loan details and calculate figures such as interest, principal balances, and late charges.

• Strong attention to detail with the ability to organize competing priorities and follow issues through to completion.

• Experience coaching others, monitoring performance, or providing functional leadership within a collections environment.

• Bilingual English and Spanish communication skills are a plus.

Compensation

$55,000.00-$70,000.00 Yearly

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