Team Leader Rec Lending Collections

Join our team - and take the next step in achieving a fulfilling career!

What We Do

At Card Works, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.

Who We Are

Card Works, Inc. is a diversified consumer finance service provider and parent company of Card Works Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.

Card Works Servicing, LLC provides end‑to‑end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offer backup servicing and due diligence services to capital providers and trustees.

Merrick Bank is an FDIC‑insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.

Carson Smithfield, LLC provides a variety of post‑charge‑off debt recovery services, including digital self‑service, IVR, live agent, and external agency management.

The Team Leader for Recreational Lending Collections provides day‑to‑day front‑line leadership and support to a team of Collections Specialists. This role is responsible for driving consistent, high‑quality collection activity on past‑due Recreation Lending accounts and ensures delinquency and productivity goals are achieved. The Team Leader monitors workflow, supports staff with coaching and guidance, and escalates issues as appropriate to management.

In addition to overseeing daily operations, this role assists with training new hires, handling complex or escalated customer situations, reviewing / repossession‑related actions, and ensuring adherence to federal, state and company‑specific collection requirements. The Team Leader partners closely with Collections Management to maintain strong portfolio performance and support continuous process improvements across the department.

• Leads and supports a team of Collections Specialists to ensure delinquency, call quality, and productivity goals are met.
• Monitors daily workflow and reallocates work as needed to maintain balanced coverage and timely follow‑up.
• Keeps Collections Management informed of portfolio performance, emerging trends, and any issues impacting results.
• Pulls and reviews reports including call tracking and agent productivity reports to support decision making and drive team performance.
• Assists with collector responsibilities as needed to support service levels or during periods of high volume.
• Reviews and updates customer credit bureau information through the eOSCAR AUD process in accordance with CDIA requirements.
• Ensures all required outreach, including daily calls and mandated notices (Right to Cure, Notice of Default, dispute letter response), are completed and sent accurately and on time.
• Supports repossession, deficiency, and legal processes by reviewing documentation, escalating cases appropriately, and ensuring compliance with internal procedures.
• Provides ongoing coaching, feedback, and motivation to staff to support performance, development, and adherence to collection standards.
• Participates in the interview and selection process for Collector openings.
• Trains new hires and contributes to continuing education efforts for the Collections team.
• Partners with management to identify operational improvements and contribute to departmental process enhancements.
• Performs other duties as assigned.

• High School Diploma or equivalent education required;
  Associate’s or Bachelor’s degree preferred.
• Three (3) years of banking/collections experience required, preferably within consumer lending, auto/recreational lending, or a similar portfolio.
• Prior experience in sub‑prime or near‑prime lending environments preferred.

• Excellent communication skills
• Proven negotiation skills
• Professional demeanor
• Highly organized
• Ability to work under moderate amount of stress
• Understanding of collection nuances in a sub‑prime field
• Knowledge of federal and state collection laws
• Effective oral and written…