What are the responsibilities and job description for the Business Process Team Lead – Collections (Voice) position at Galaxy i Technologies, Inc.?
Title: Business Process Team Lead – Collections (Voice)
Location: San Antonio, TX – onsite
Position: Contract
JD:
Business Process Team Lead (Voice)
Extensive experience in bank collections (inbound & outbound), with strong analytical and operational expertise to analyze delinquency trends, identify root causes, and translate insights into actionable, compliant collection strategies that drive team performance, optimize recovery rates, and enhance member outcomes.
• Lead and Develop Collections Teams
Provide strategic leadership, coaching, and performance management for collections teams, ensuring representatives are equipped with the skills, tools, and guidance to effectively engage members and resolve delinquencies.
• Drive Performance and Operational Excellence
Establish, monitor, and optimize key performance indicators (KPIs) such as cure rates, roll rates, productivity, call quality, and member experience metrics to ensure achievement of business objectives.
• Ensure Regulatory and Policy Compliance
Oversee adherence to all federal, state, and local regulations (e.g., FDCPA, CFPB guidelines) and internal policies, proactively identifying risks and implementing controls to mitigate compliance gaps.
• Develop and Execute Collections Strategies
Design and implement data-driven collections strategies, segmentation approaches, and treatment paths to improve recovery rates while balancing member experience and financial well-being.
• Enhance Member-Centric Solutions
Ensure teams deliver empathetic, solutions-oriented interactions by promoting programs such as hardship assistance, payment plans, and financial education initiatives.
• Leverage Data and Analytics for Decision-Making
Analyze portfolio trends, delinquency drivers, and operational data to identify opportunities, forecast outcomes, and inform continuous improvement initiatives.
• Optimize Workforce and Resource Planning
Partner with workforce management to ensure proper staffing, forecasting, and scheduling to support inbound/outbound call demand and operational efficiency.
• Champion Continuous Improvement and Innovation
Identify process gaps and drive process improvements, automation, and technology enhancements (e.g., dialer strategies, digital collections tools) to improve effectiveness and efficiency.
• Stakeholder Collaboration and Alignment
Partner cross-functionally with Risk, Compliance, Legal, Finance, and Product teams to align collections practices with broader organizational goals and risk appetite.
• Foster a High-Performance Culture
Promote a culture of accountability, engagement, and inclusion, while maintaining a strong focus on ethical collections practices and member advocacy.
• Oversee Quality Assurance and Audit Readiness
Ensure quality monitoring programs are effective, audit requirements are met, and documentation standards are consistently upheld across teams.
• Manage Escalations and Complex Cases
Provide guidance and resolution for highly sensitive member situations, complaints, or escalations, ensuring appropriate outcomes and risk mitigation.