Collections Team Leader

Job Description

Bread is a fintech startup using technology and design to transform the world of paper credit card applications and hidden interest rates. We partner with retailers to offer pay-over-time solutions that make financing easier and more transparent. Our products improve ease-of-use and access for consumers while helping retailers grow their sales by reaching more shoppers. We’re backed by top investors including Menlo Ventures and Bessemer Venture Partners.

The Collections Team Leader will report to the Director of Collections and be responsible for managing the day to day operations of the Collections Department in our new Customer Operations Center in Tampa, Florida. The Collections Team Leader will coach and motivate a team of up to 15 Collection Associates and is considered an Exempt position under the FLSA.

Who you are:

• Success to you is not what you do in isolation but rather how successful your team is
• Complex problems are the best problems as they are all the more satisfying when complete
• Data tells the best story and you constantly strive to leverage the best KPIs to drive your decision making
• You are unflappable, interfacing with executives across various functional departments excites you

What you will do:

• Engage and inspire team members to ensure individual and team goals are met on a daily, weekly, monthly and annual basis
• Exercise independent judgment and discretion while addressing team and company needs, and making operational decisions that encourage high levels of service and collection realization
• Drive performance metrics including, but not limited to: Abandon Rate, Service Level, Promise To Pays, Promise Kept %, Dollars Collected, Auto Pay Enrollments, Roll Rates
• Maintain department policy and procedures, ensure accountability to established guidelines, establish new policy & procedures as business needs warrant
• Own workforce management functions like staffing, scheduling, time sheets, requests for time off and disciplinary actions as needed
• Recruit, hire, coach and develop associate level team members
• Partner with internal teams such as Risk and Product to provide feedback and recommendations based on delinquency trends
• Conduct call monitoring weekly to ensure adherence to company policies and procedures
• Improve the efficiency and effectiveness of operations
• Prepare daily, weekly and monthly reports
• Advise management of trends and training opportunities
• Occasionally responsible to oversee activity of the call center in the absence of the Director of Collections

What we are looking for:

• 3+ years management experience in call center collections
• Excellent knowledge of FDCPA rules and standards
• Ability to manage reports on department performance, and to use this information for trending and to monitor and identify areas for improvement
• Excellent verbal, written, and interpersonal communication skills
• Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders
• Availability to work a full-time flexible schedule including evenings and weekends
• Bachelor Degree is preferred

Benefits & Perks

• 100% Paid Health, Dental & Vision
• Stock options
• 401(K) plan
• Flexible vacation policy
• Team events like trivia, office happy hours, bowling
• Weekly team lunches
• Learning stipend