We are looking for an experienced Collections Team Leader to join our on-site team in Medellín, Colombia.
This is a hands-on leadership role for a proven collections professional who knows how to coach agents, improve performance, handle escalations, and maintain strict compliance standards. The adecuado candidate has strong experience in third-party collections, understands FDCPA requirements, and is confident communicating in English with both customers and team members.
You should be comfortable working in a performance-driven collections environment where leadership means more than monitoring numbers. You will be expected to actively coach your team, support difficult accounts and escalations, identify performance gaps, and help agents consistently meet their goals.
Candidates must be permanently based in or within reasonable commuting distance of Medellín and be available to travel to Barranquilla, Colombia, for training when required.

What You'll Do
Lead, coach, and motivate a team of collections agents to achieve daily, weekly, and monthly performance targets




Monitor agent calls and account handling to ensure quality, professionalism, and regulatory compliance
Provide real-time coaching and actionable feedback to improve collections performance
Support agents with objection handling, negotiations, payment arrangements, and difficult customer interactions
Handle escalated inbound and outbound collections calls when necessary
Monitor team KPIs and identify trends, performance gaps, and opportunities for improvement
Conduct regular performance coaching and follow up on individual development plans
Ensure accurate documentation of customer interactions, account activity, and team performance
Promote consistent adherence to collections policies, procedures, and applicable regulations
Ensure the team operates in accordance with FDCPA and third-party collections compliance requirements
Build a positive, accountable, and performance-driven team culture
Collaborate with

📌 Collections Team Leader (Medellín)
🏢 Resolv Global
📍 Medellín