Collections Team Lead

4 years

0 Lacs

Posted:4 days ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

About Cityfurnish:

Cityfurnish is a leading provider of furniture and appliance rentals, offering affordable and flexible solutions for individuals and businesses. Our mission is to transform the way people furnish and equip their spaces, combining comfort, style, and functionality. With a rapidly expanding presence in the rental market, we focus on delivering high-quality products and exceptional service. Backed by $5.2 million in funding from top investors, like YC, GFC, FJ Labs, Soma Capital & Venture Highway, Cityfurnish is revolutionizing the rental industry. We foster a dynamic, innovative, and collaborative work culture that empowers employees to drive impactful change. Join us as we grow and scale!


Role Overview

We are looking for a Team Leader- Collections to oversee a team responsible for recovering outstanding payments, achieving monthly targets, ensuring regulatory compliance, and maintaining strong customer relations. This role blends leadership, strategy, and hands-on recovery operations.


Key Responsibilities

Target Achievement & Strategy

  • Drive collections to meet/exceed monthly recovery goals; analyze performance metrics (e.g., Collection Efficiency, bucket resolution) and execute correct actions
  • Develop effective collection strategies for different account segments.

2. Team Leadership & Coaching

  • Lead and mentor collection agents; conduct 1:1s, team meetings, performance reviews and training sessions.
  • Monitor attrition and shrinkage; implement retention and contingency plans.

3. Customer Accounts & Recovery

  • Manage escalations, sensitive cases, and high-risk accounts, including negotiation of payment plans and settlements

4. Reporting & Analytics

  • Track KPIs: calls made, aging buckets, attrition/shrinkage rates, customer satisfaction.
  • Deliver regular operational reports, root cause analyses, and improvement plans.

4. Compliance, Audit & Documentation

  • Ensure full adherence to internal policies, legal/regulatory frameworks, and audit standards.

5. Process & Operational Excellence

  • Identify and implement process improvements, new tools or technologies to enhance efficiency and reduce costs.
  • Share knowledge and best practices with cross-functional teams.


Required Skills & Competencies

Functional

  • 3-4- years in collections; minimum 1-2 years in leadership.
  • Strong negotiation, communication, and conflict-resolution abilities.
  • DRA Certified.
  • Resilience under pressure; manages ambiguity in complex/dynamic environments.

Qualifications

  • Bachelors degree in business, finance, or related field preferred; equivalent experience may qualify .


Key Performance Metrics

  • Monthly & cumulative collections vs targets.
  • Reduction in delinquency aging (30+/60+/90+ bucket improvements).
  • Team attrition and shrinkage control.
  • Compliance and call-quality audit scores.
  • Customer satisfaction and dispute resolution rates.


Please fill in the google form if you feel you are a good fit and can thrive in the fast paced environment - https://docs.google.com/forms/d/1lCem8CTOBqIGdp0u603Ul2rgUBYkPnsCRQHbDSGhvo8/edit



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