Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

As a Collections Specialist Team Lead, your primary responsibility is to work with borrowers to ensure they receive a consistent, exceptional experience through our regular contact channels while helping them find long-term payment resolutions.

This role will support a new pre-charge-off Collections team in the Dominican Republic. The Team Lead will oversee a team of Collections Agents, provide day-to-day support, assist with escalations, coach agent performance, and act as a key liaison between agents and management.

In the early stage of the team, this will be a blended role that includes both direct borrower/account work and team leadership responsibilities. As the team grows, the role is expected to become more focused on coaching, performance management, and people leadership.

• Take responsibility for his/her own learning and strive to continuously perfect his/her understanding of Reach Financial loan products, collections processes, and policies.
• Work directly with borrowers through regular contact channels, including phone, email, SMS, inbound calls, outbound dialer activity, and manual calls.
• Seek long-term resolution with customers by educating them on the importance of re-establishing positive payment history.
• Analyze customers’ willingness and capacity to pay and recommend modification of loan terms or other available solutions where appropriate and allowable under Reach Financial policy.
• Utilize well-honed negotiation and persuasion skills to encourage consumers to resume payments on undisputed accounts.
• Leverage product knowledge to help customers better understand their transition from a debt settlement program to a loan program.
• Act as the primary source of support for questions asked by agents regarding customer-related issues, account handling, process questions, and escalations.
• Serve as a mentor, coach, and go-to person for the Collections team.
• Review agent dashboards, assigned account inventory, call activity, and performance trends to ensure agents are covering their work effectively.
• Listen to calls, participate in call calibrations, and provide timely feedback to agents based on quality, compliance, customer experience, and performance expectations.
• Communicate findings, data, and policies provided by management to agents, including areas of improvement, behavior expectations, login times, coaching feedback, and performance opportunities.
• Act as a liaison between management and team members regarding concerns, issues, escalated situations, findings, and goal setting.
• Provide input to management on workflow issues, recurring patterns, operational gaps, and opportunities for improvement.
• Proactively identify process and procedure improvement suggestions to streamline operations and maintain adequate controls across the organization.
• Participate in agent performance management through coaching support, KPI review, follow-up, and feedback.
• Participate actively in leadership meetings.
• Promote and maintain a positive work atmosphere by behaving and communicating in a manner consistent with professional standards.
• Sustain team culture, motivation, accountability, and engagement.
• Keep abreast of industry developments, including changes in regulations, technology, and consumer finance practices.
• Ensure adherence to company policies, procedures, scripting requirements, documentation standards, and consumer finance regulations.
• Achieve or exceed set individual and team KPIs.
• Perform additional duties as required.

• +1 Year of prior people management, team lead, senior agent, coaching, or floor support experience required.
• Collections experience preferred, ideally in pre-charge-off or post-charge-off collections.
• Experience in consumer finance, personal loans, loan servicing, fintech lending, debt consolidation, debt settlement, banking, credit cards, or financial services collections is a plus.
• Strong sales, persuasion, negotiation, or rebuttal-handling experience may also be considered, especially when paired with leadership experience.
• Experience working in a CRM or customer management system; Salesforce experience is preferred.
• Ability to manage customer interactions across phone and digital channels.
• Exceptional written and verbal communication skills.
• Proficient in MS Office.
• Must be extremely reliable, dependable, and responsible.
• Excellent time management and organizational skills.
• Strong interpersonal skills and ability to work with all levels of the organization.
• Ability to juggle and prioritize multiple tasks, escalations, and projects simultaneously and successfully.
• Analytical and mathematical skills are necessary.
• Ability to work in a fast-paced, KPI-driven environment.
• Strong coaching ability, sound judgment, and willingness to support agent development through feedback, follow-up, and accountability.

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment