LendingPoint™ · 4 hours ago
Collections Team Lead
Kennesaw, GA
Full-time
Hybrid
Entry, Mid Level
2+ years expLendingPoint™ is a company focused on providing financial services, and they are seeking a Collections Team Lead to guide and support a team of collections agents. This role involves coaching, performance monitoring, and ensuring compliance with regulatory requirements while promoting a customer-focused culture.
FinanceFinancial ServicesFinTechLending
Responsibilities
Provide day-to-day coaching, guidance, and real-time feedback to assigned collections agents to support performance against established metrics, including Right Party Contact (RPC) conversion rate, Promise-to-Pay (PTP) kept rate, handle times, and Quality Assurance (QA) scores
Conduct regular one-on-one coaching sessions, side-by-sides, call monitoring, and case reviews to reinforce best practices and address performance gaps
Monitor schedule adherence, attendance, and punctuality; communicate observations and coverage needs to Workforce Management (WFM) and the Collections Manager
Review daily, weekly, and monthly performance reports and communicate results, trends, and improvement opportunities to management
Provide performance observations and recommendations to the Collections Manager; does not independently issue discipline, determine compensation, or make promotion or termination decisions
Monitor agent documentation of customer interactions, payment arrangements, and account activity for accuracy and completeness; escalate issues as appropriate
Review payment plans, workout options, hardship programs, settlements, and escalated account resolutions within clearly defined guidelines and delegated approval limits; escalate exceptions to management
Identify trends in delinquency, customer behavior, agent performance and communicate observations and potential improvement opportunities to leadership
Support compliance with FDCPA, UDAAP, TCPA, FCRA, CFPB guidelines, and internal policies by monitoring calls, reinforcing accurate disclosures, and ensuring proper documentation
Reinforce compliant call handling and quality standards through coaching, call reviews, and quality assurance feedback
Monitor completion of required training and certifications and communicate gaps or concerns to management
Escalate potential compliance risks, policy deviations, or quality issues to the Collections Manager or Compliance team
Serve as a first-level escalation resource for complex or sensitive customer situations within established procedures
Assist agents with challenging negotiations while balancing customer advocacy and business objectives
Support management by gathering information and documentation related to customer complaints, hardship cases, or regulatory inquiries
Promote a customer-focused culture emphasizing empathy, professionalism, and effective resolution
Qualification
Required
High school diploma or equivalent required
Minimum of two (2) years of experience in collections, financial services, or a customer-facing role
Proficiency in email communication and Microsoft Office applications, including Word and Excel
Working knowledge of consumer financial regulations, including FDCPA, UDAAP, TCPA, FCRA, and CFPB requirements
Working knowledge of basic business math concepts, including payment calculations and balance reconciliation
Preferred
associate's or bachelor's degree preferred
Company
LendingPoint™
LendingPoint is a financial technology platform that provides financing solutions to a wide range of customers, including e-commerce and point-of-sale partners, lending institutions, and consumers.
201-500 employees
H1B Sponsorship
LendingPoint™ has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (12)
2023 (12)
2022 (10)
2021 (10)
2020 (2)
Funding
Current Stage
Growth StageTotal Funding
$1.93BKey Investors
MidCap FinancialWarburg PincusGuggenheim Partners
2025-11-16Undisclosed
2021-03-09Debt Financing· $110M
2021-01-14Private Equity· $125M
Leadership Team
Mark Freeman
Chief Financial Officer
Krista Lowery
Senior Vice President of Sales
Recent News
2025-11-16
Morningstar.com
2025-11-15
Company data provided by crunchbase