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 idóneo 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 leadership to address operational challenges and improve overall team results
What We Offer
$350–$400 USD paid weekly
Performance-based commission opportunities
On-site opportunity in Medellín
Uncapped commission potential
Ongoing training and leadership development
Growth and advancement opportunities
Opportunity to lead and develop a high-performing collections team
Hiring Process
Resume Review
Pre-Screen Questionnaire
One-Way Video Interview
Live Interview
Please Note
English resumes are required for this role
Strong English communication skills are essential
What We're Looking For
Previous BPO collections experience is required
Previous experience as a Collections Team Leader, Supervisor, or similar people-leadership role
Strong third-party collections experience is highly preferred
Demonstrated ability to lead and coach collections agents in a target-driven environment
Strong understanding of FDCPA and collections compliance
Excellent English communication skills, both spoken and written
Fluent Spanish communication skills
Strong objection-handling, negotiation, and de-escalation skills
Experience monitoring calls and providing effective quality and performance coaching
Strong understanding of collections KPIs and performance metrics
Goal-oriented, accountable, and comfortable working in a fast-paced environment
Strong problem-solving and decision-making skills
Must be permanently based in or close to Medellín, Colombia
Must be available to work on-site in Medellín
Must be available to travel to Barranquilla for training when required
Must meet the technical requirements necessary to perform the role effectively
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📌 Collections Team Leader (Medellín)
🏢 Resolv Global
📍 Medellín