Collections Team Leader
Resolv Global
Job Description
We are looking for an experienced Collections Team Leader to join our on-site team in Medellín, Colombia.
This is a hands-on leadership role for a proven collections professional who knows how to coach agents, improve performance, handle escalations, and maintain strict compliance standards.
The ideal candidate has strong experience in third-party collections, understands FDCPA requirements, and is confident communicating in English with both customers and team members.
You should be comfortable working in a performance-driven collections environment where leadership means more than monitoring numbers. You will be expected to actively coach your team, support difficult accounts and escalations, identify performance gaps, and help agents consistently meet their goals.
Candidates must be permanently based in or within reasonable commuting distance of Medellín and be available to travel to Barranquilla, Colombia, for training when required.
What You’ll Do
- Lead, coach, and motivate a team of collections agents to achieve daily, weekly, and monthly performance targets
- Monitor agent calls and account handling to ensure quality, professionalism, and regulatory compliance
- Provide real-time coaching and actionable feedback to improve collections performance
- Support agents with objection handling, negotiations, payment arrangements, and difficult customer interactions
- Handle escalated inbound and outbound collections calls when necessary
- Monitor team KPIs and identify trends, performance gaps, and opportunities for improvement
- Conduct regular performance coaching and follow up on individual development plans
- Ensure accurate documentation of customer interactions, account activity, and team performance
- Promote consistent adherence to collections policies, procedures, and applicable regulations
- Ensure the team operates in accordance with FDCPA and third-party collections compliance requirements
- Build a positive, accountable, and performance-driven team culture
- Collaborate with leadership to address operational challenges and improve overall team results
What We Offer
- $350–$400 USD paid weekly
- Performance-based commission opportunities
- On-site opportunity in Medellín
- Uncapped commission potential
- Ongoing training and leadership development
- Growth and advancement opportunities
- Opportunity to lead and develop a high-performing collections team
Hiring Process
- Resume Review
- Pre-Screen Questionnaire
- One-Way Video Interview
- Live Interview
Please Note
- English resumes are required for this role
- Strong English communication skills are essential
What We're Looking For
- Previous BPO collections experience is required
- Previous experience as a Collections Team Leader, Supervisor, or similar people-leadership role
- Strong third-party collections experience is highly preferred
- Demonstrated ability to lead and coach collections agents in a target-driven environment
- Strong understanding of FDCPA and collections compliance
- Excellent English communication skills, both spoken and written
- Fluent Spanish communication skills
- Strong objection-handling, negotiation, and de-escalation skills
- Experience monitoring calls and providing effective quality and performance coaching
- Strong understanding of collections KPIs and performance metrics
- Goal-oriented, accountable, and comfortable working in a fast-paced environment
- Strong problem-solving and decision-making skills
- Must be permanently based in or close to Medellín, Colombia
- Must be available to work on-site in Medellín
- Must be available to travel to Barranquilla for training when required
- Must meet the technical requirements necessary to perform the role effectively