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Citizens Collection Recovery Lead in Johnston, Rhode Island


Lead Job Description

Seeking a supervisor/lead that will support management in the day to day tasks and managing a team of 12 colleagues. Position requires departmental procedures reviews & updates, training guides, and assists manager with high level research and special projects as requested, and performs validation of peer work as necessary. The role requires excellent time management skills, follow up responsibility and ability to multi task in a very fast paced environment. The candidate must be a motivated, proactive self-starter who responds positively to requests and has strong communication and interpersonal skills. The incumbent must also demonstrate problem solving, research and analytical abilities and be proficient in PC skills and MS office. Position will require investigation of adjustments, interdepartmental requests, questions and concerns of workflows. This role performs routine research and review of data and/or documentation which includes customer data.

As the lead for the collections support team, colleague will ensure accurate transaction processing within the team processes by following quality control. Colleague will develop and monitor work flows to improve efficiency and processes. Colleague will communicate directly with internal stakeholders, collections agents. Lead will perform complex research for interdepartmental issues and follow through to resolution in an efficient manner and time frame and serve as the leader in the absence of management.


  • Accomplishes department objectives by supervising staff and organizing and monitoring work processes.

  • Maintains staff by orienting, and training employees and developing personal growth opportunities.

  • Accomplishes staff job results by coaching & counseling

  • Plans, monitors, and appraises job results.

  • Maintains safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.

  • Completes operations by assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining reference manuals, and implementing new procedures.

  • Contributes to team effort by accomplishing related results as needed.



  • Quality management

  • Supervision

  • Performance management

  • Fostering teamwork

  • Self-development

  • Excellent oral communications

  • Knowledge of Fair Department Collection Practices

  • Flexibility to adapt to changing business needs and requirements with a consistent, positive attitude.

  • Excellent data entry and typing skills.

  • Math aptitude.

  • Make independent decisions and exercise sound judgment.

  • Organized work habits.

  • Ability to perform in a production environment and meet monthly operational metric goals.

  • Prioritizing tactics

  • Mainframe and product knowledge

  • 1 year of Banking experience required


    High School Diploma Required

    Associate’s degree in business or management preferred

    As an employee of Citizens Bank you become a part of an organization committed to serving customers, colleagues and communities in which we do business. Citizens Bank is an established and successful financial services company with national presence and the ability to conduct business globally. We are committed to offering comprehensive and competitive benefits, encouraging our colleagues to develop and grow their careers, and providing a fiscally sound and stable work environment while delivering to our customers.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.