he Team Lead US 1st Party Collections is responsible for overseeing a team of Collections Specialists acting on behalf of our client to recover outstanding receivables. The primary focus is to drive high recovery rates and optimize liquidation performance while ensuring a seamless brand experience for the debtor. The incumbent must ensure strict adherence to US financial regulations and maintain high-quality standards in all payment-related negotiations.

Key Responsibilities

Team Management & Performance Optimization
- Directly supervise, mentor, and coach a team of 15–20 Collections Associates to meet and exceed monthly recovery targets.
- Monitor real-time performance metrics, including Promise to Pay (PTP) conversion, Recovery Rate, Dollars Collected per Hour, and Right Party Contact (RPC) rates.
- Conduct regular "side-by-side" coaching and 1-on-1 feedback sessions to improve negotiation techniques and soft skills.
- Manage team attendance, shrinkage, and schedule adherence to ensure consistent dialer coverage during peak US hours.





Payment Escalations & Quality Assurance
- Act as the final point of contact for complex payment disputes and high-value escalations that require advanced negotiation.
- Review and approve settlement offers or payment plans within the authorized client-specified limits.
- Partner with the Quality Assurance team to audit calls for compliance leaks and provide corrective training for agents struggling with adherence.

Compliance & Regulatory Governance
- Ensure the team maintains 100% compliance with US financial regulations, including the Fair Debt Collection Practices Act (FDCPA) and the Telephone Consumer Protection Act (TCPA).
- Stay updated on changes in US state-specific collection laws and internalize policy modifications into the team’s daily workflow.
- Conduct Root Cause Analysis (RCA) on compliance breaches and implement preventive measures to safeguard the client from legal risks.

📌 Collection Team Lead with Valid US Visa_C (Gurugram)
🏢 Virtuoso Staffing Solutions
📍 Gurugram