Collections Team Lead (Evictions and Collections - CSR)

To lead and support the Recovery Team—spanning collections and eviction workflows—by driving early intervention, reducing eviction-related costs, improving recoveries, and ensuring high-quality execution. This role focuses on coaching and mentoring team members, strengthening processes, and partnering cross-functionally to prevent avoidable evictions while protecting revenue and compliance.

Key Responsibilities

• Supervise daily recovery workflows across collections and eviction stages
• Drive team performance against recovery, cost-containment, and quality KPIs
• Actively manage eviction pathways with a focus on prevention, resolution, and early intervention
• Provide QA oversight across collections activity, eviction case handling, and documentation
• Train, coach, and mentor team members on recovery strategies, resident communication, and compliance
• Identify trends contributing to unnecessary or high-cost evictions and escalate improvement opportunities
• Share performance insights, risks, and resource needs with the Head of Recovery
• Contribute to process improvements that lower eviction spend and improve outcomes

Job Scope

The Recovery Team Lead will:

• Oversee the Recovery Team, inclusive of collections and eviction case management
• Be accountable for team productivity, quality, compliance, and recovery outcomes
• Serve as the first escalation point for complex resident situations, legal coordination, and process gaps
• Own the team’s daily execution, performance trends, and professional development

Performance KPIs

• Outbound Recovery: Team meets daily outreach targets
• Eviction Cost Reduction: Reduced avoidable filings, legal handoffs, and total eviction spend
• Case Management: Timely, accurate handling of recovery and eviction cases
• Early Intervention: Increased resolutions prior to filing or legal escalation
• Ledger Accuracy: 100% accuracy on balances impacting recovery decisions
• QA Audits: 5 cases and 5 calls reviewed per team member weekly
• Task Delegation: Effective daily assignment by urgency and skillset
• Tool & Process Feedback: Proactive escalation of workflow or system gaps
• Productivity Tracking: Performance monitored via dashboards
• Training & Coaching: Weekly coaching with documented improvement

Leadership & Team Management

• Lead daily recovery huddles focused on risk and priorities
• Conduct bi-weekly 1:1s with each team member
• Develop targeted skill-building and retraining plans
• Provide real-time coaching on communication, negotiation, and de-escalation
• Maintain strong communication with internal teams and American Avenue
• Partner closely with Field Ops, Compliance, and Resident Support

Qualifications

• At least 2 years of Team Lead or Supervisory experience in Collections and Evictions
• Experience using Salesforce
• Experience in Quality Audit or performance monitoring
• Strong leadership and decision-making skills
• Excellent communication skills in both written and spoken English
• Strong analytical and problem-solving abilities
• Ability to manage escalations and work with cross-functional stakeholders