Collection Recovery Lead

Collection Recovery Lead

Citizens is seeking a Collection Recovery Lead to manage operational controls, process improvement, and risk issues for the Recovery team.

• Manage multiple operational controls and process improvement activities.
• Analyze and recommend productivity improvements while maintaining goals.
• Research and resolve operational issues, conduct problem‑solving sessions, and oversee small projects.
• Engage and motivate colleagues through feedback and reinforcement.
• Lead continuous improvement initiatives and participate in projects.
• Model and drive customer service excellence, ensuring all SLAs are met or exceeded.
• Identify and manage risk; collaborate with risk, compliance, and legal partners.
• Develop and maintain stakeholder relationships and partner with other departments.
• Proactively identify opportunities for change to enhance business outcomes and customer experience.
• Plan, allocate, and organize team resources to achieve business targets.
• Review colleague calls, provide feedback, and coach.

• 2+ years of customer service or collections experience.
• Excellent phone communication, listening, and negotiation skills.
• Ability to prioritize and manage daily workload to meet deadlines.
• Team player in a fast‑paced environment.
• Computer proficiency.
• Self‑motivated with a desire to succeed.
• Experience with process/continuous improvement, risk management, stakeholder management, change management, team leadership, and business planning.

• 40 hours per week.
• Monday‑Friday: 8 AM – 5 PM; one day per month: 9 AM – 7 PM.

Citizens provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to any protected class. Employment decisions are based solely on merit, qualifications, performance, and capability.

Citizens is a customer‑centric culture that supports training and tools to accelerate your potential and maximize career growth.

12/31/2025