Collections Team Leader

  At Liberis, our mission is to empower small and medium-sized businesses by removing finance as a friction to growth, delivering contextual, embedded financial solutions to support merchants at every stage of their business lifecycle.   The team   We are the Collections Team! A dedicated group with a clear mission: to assist customers facing financial challenges and guide them back to good standing wherever possible. With team members based across the UK, Sweden and the US, this role will join our Atlanta based team covering the entire US market. Now, we’re looking for an experienced and enthusiastic Collections Team Leader to join us and take our team to the next level.   The role   As a Collections Team Leader, you'll take the helm in our in-house collection process, steering a diverse receivables book toward success. Your mission: to maintain impeccable standards of accuracy and timeliness, driving up collection rates while ensuring every customer enjoys a top-notch experience. In addition to supporting customers, you’ll play a key role in overseeing the collections process and leading a talented team, providing guidance, support, and strategic direction to the team, ensuring that all activities align with our commitment to treating customers fairly and effectively managing our receivables portfolio.   What you'll be doing   Team Leadership & Performance Management Lead, motivate, and develop a small Collections team to achieve operational objectives, customer outcomes, and individual performance targets. Set clear goals and expectations, monitor performance against KPIs, and conduct regular one-to-one meetings to provide coaching, feedback, and development support. Foster a high-performance culture focused on accountability, continuous improvement, customer fairness, and operational excellence. Identify training and development needs within the team and implement coaching plans to improve performance and capability.   Quality Assurance & Compliance Oversight Conduct regular quality control reviews of customer calls, account actions, correspondence, and case management activities to ensure compliance with internal policies, regulatory requirements, and company standards. Monitor call quality, customer interactions, account notes, payment arrangements, forbearance decisions, and escalation handling to ensure consistency and accuracy. Provide structured feedback and coaching based on quality assurance findings, identifying trends, risks, and improvement opportunities. Ensure all customer communications and account actions are documented accurately and completed in accordance with Treating Customers Fairly principles and business procedures. Maintain oversight of complaint handling, vulnerable customer processes, and regulatory compliance requirements.   Portfolio Management & Collections Strategy Conduct daily monitoring of the receivables portfolio to identify underperf...