Collections Team Leader

About the Company

At Liberis, our mission is to empower small and medium-sized businesses by removing finance as a friction to growth, delivering contextual, embedded financial solutions to support merchants at every stage of their business lifecycle.

Responsibilities

• Lead, motivate, and develop a small Collections team to achieve operational objectives and individual performance targets
• Conduct regular quality control reviews of customer calls, account actions, and case management to ensure compliance
• Monitor the receivables portfolio to identify underperforming, inactive, and high-risk customers
• Develop and implement proactive and reactive customer engagement strategies to maximize collections performance
• Perform detailed statistical and root cause analysis to understand payment performance and collection effectiveness
• Manage relationships with Debt Collection Agencies (DCAs) to ensure service levels and recovery KPIs are achieved
• Act as the primary escalation point for complex customer situations

Requirements

• Demonstrated experience within a collections environment, ideally in SME lending or financial services
• Team leadership experience managing and coaching small teams
• Strong understanding of collections operations, arrears management, and recoveries
• Experience conducting quality assurance reviews and compliance assessments
• Advanced proficiency in Microsoft Excel
• Experience using collections, CRM, and reporting systems
• Excellent analytical and problem-solving skills