Description We are looking for an experienced Collections Team Lead to support daily operations for a mortgage servicing collections team in northwest suburbs of Chicago, Illinois. This role partners closely with department leadership to strengthen team performance, maintain service standards, and help ensure collection activities align with regulatory expectations. The ideal candidate brings strong hands-on knowledge of delinquent mortgage accounts, can guide staff through complex situations, and is comfortable balancing frontline collection work with coaching and operational oversight.

Responsibilities:

• Support the Collections Manager with daily coordination of team activities, workload distribution, and coverage planning to keep department operations running efficiently.
• Provide ongoing guidance to collectors through call reviews, side-by-side coaching, mentoring, and training designed to improve quality, accuracy, and overall results.
• Step into active collection duties as needed, including handling inbound borrower calls, working queue activity, and supporting dialer-based outreach efforts.
• Oversee dialer campaign performance by launching, tracking, and adjusting campaign and agent activity to improve productivity and contact outcomes.
• Handle complex or escalated delinquency matters, particularly higher-risk accounts, while meeting client timelines and internal workflow expectations.
• Review operational data and prepare reports that help management evaluate productivity, service levels, compliance, and team effectiveness.
• Assist with the consistent execution of department policies, procedures, and best practices to promote reliable and compliant collections operations.
• Evaluate requests involving fee or late charge exceptions, provide payment-related direction, and route approved items for further processing.
• Review employee time records and contribute feedback on staff performance, development opportunities, and overall operational improvements.
• Deliver responsive service to borrowers, clients, and internal business partners while following applicable regulations and company service standards. Requirements
• At least 3 years of collections experience, including direct work with mortgage or loan accounts that are 90 or more days delinquent.
• High school diploma required.
• Strong working knowledge of mortgage servicing, loan administration, and consumer collections practices.
• Thorough understanding of the Fair Debt Collection Practices Act and Consumer Financial Protection Bureau requirements.
• Ability to interpret account details and calculate amounts such as interest, principal balances, and late fees.
• Demonstrated attention to detail, sound organizational skills, and the ability to manage follow-up tasks effectively.
• Experience coaching team members, monitoring quality, and supporting day-to-day department performance.
• Bilingual English and Spanish communication skills are a plus.

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