Debt Recovery Team Lead

2 days ago

Brisbane, Queensland, Australia National Collection Services Full time

About National Collection Services, a leading debt collection agency in the industry. We provide bespoke recovery solutions for clients across various sectors, from small businesses to major corporations.

We pride ourselves on delivering exceptional results through innovation, compliance, and collaboration. Our national expansion reflects our dedication to both our people and the industry, paving the way for future career advancement opportunities.

Our culture celebrates excellence, with staff achievements recognised nationally, including multiple awards for Young Credit Professional and Collection Agent of the Year. Our team is also supported by our resident office puppy, Chewie.

The Opportunity

We are seeking a skilled Debt Recovery Team Lead to oversee the strategic recovery of commercial debts, lead a high-performing team, and maintain strong client relationships. This role combines leadership, operational oversight, and client management, with a focus on delivering results and fostering continuous improvement.

Key Responsibilities:

  • Lead daily team stand-ups to monitor performance, strategies, and workloads.
  • Manage and allocate work queues, inboxes, and campaign activities (SMS, phone, letters).
  • Provide staff training to ensure excellence in recovery outcomes.
  • Handle escalated complaints, ensuring timely and effective resolutions.
  • Maintain accurate notes and correspondence using specialized debt management software.

Weekly & Monthly Tasks:

  • Analyse portfolio performance, identify opportunities, and design targeted campaigns.
  • Prepare performance summaries and lead improvement strategies.
  • Conduct 1:1 staff meetings to set goals, review performance, and foster development.
  • Deliver detailed client performance reports, providing transparency and value.

Quality & Compliance:

  • Ensure adherence to Quality & Information Security Management System standards.
  • Participate in internal/external audits to uphold privacy, confidentiality, and excellence.

What We're Looking For:

  • Experience in commercial collections, debt recovery, or commercial litigation fields.
  • Strong negotiation skills, including handling large-balance debts and working with insurance companies or third parties.
  • Advanced communication skills with emotional intelligence, empathy, and professionalism.
  • Exceptional time management and problem-solving abilities in a fast-paced, high-volume environment.
  • A proactive, self-motivated leader who thrives in both autonomous and team settings.

Competitive Salary + Commission: An estimated $90,000 - $110,000 per annum, based on experience and performance bonuses.

Work Flexibility: Work-from-home Fridays after probation.

Career Development: Training programs, networking opportunities, and career advancement potential.

Vibrant Team Culture: Social events, team outings, and a supportive, collaborative environment.

Perks: Cereal bar, unlimited soft drinks, laptops, and Employee Assistance Program.

Chewie: Daily cuddles from our resident office puppy.

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