Team Leader Rec Lending Collections

Join our team - and take the next step in achieving a fulfilling career

What We Do

At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.

Who We Are

CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.

CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

Position Summary:

The Team Leader for Recreational Lending Collections provides day to day front line leadership and support to a team of Collections Specialists. This role is responsible for driving consistent, high quality collection activity on past due Recreation Lending accounts and ensures delinquency and productivity goals are achieved. The Team Leader monitors workflow, supports staff with coaching and guidance, and escalates issues as appropriate to management.

In addition to overseeing daily operations, this role assists with training new hires, handling complex or escalated customer situations, reviewing/repossession-related actions, and ensuring adherence to federal, state and company-specific collection requirements. The Team Leader partners closely with Collections Management to maintain strong portfolio performance and support continuous process improvements across the department.

Essential Functions:

• Leads and supports a team of Collections Specialists to ensure delinquency, call quality, and productivity goals are met.
• Monitors daily workflow and reallocates work as needed to maintain balanced coverage and timely follow up.
• Keeps Collections Management informed of portfolio performance, emerging trends, and any issues impacting results.
• Pulls and reviews reports including call tracking and agent productivity reports to support decision making and drive team performance.
• Assists with collector responsibilities as needed to support service levels or during periods of high volume.
• Reviews and updates customer credit bureau information through the eOSCAR AUD process in accordance with CDIA requirements.
• Ensures all required outreach, including daily calls and mandated notices (Right to Cure, Notice of Default, dispute letter response), are completed and sent accurately and on time.
• Supports repossession, deficiency, and legal processes by reviewing documentation, escalating cases appropriately, and ensuring compliance with internal procedures.
• Provides ongoing coaching, feedback, and motivation to staff to support performance, development, and adherence to collection standards.
• Participates in the interview and selection process for Collector openings.
• Trains new hires and contributes to continuing education efforts for the Collections team.
• Partners with management to identify operational improvements and contribute to departmental process enhancements.
• Performs other duties as assigned.

Education and Experience:

• High School Diploma or equivalent education required; Associate's or Bachelor's degree preferred.
• Three (3) years of banking/collections experience required, preferably within consumer lending, auto/recreational lending, or a similar portfolio.
• Prior experience in sub-prime or near-prime lending environments preferred.

Summary of Qualifications:

• Excellent communication skills
• Proven negotiation skills
• Professional demeanor
• Highly organized
• Ability to work under moderate amount of stress
• Understanding of collection nuances in a sub-prime field
• Knowledge of federal and state collection laws
• Effective oral and written communications skills.
• Working knowledge of computer software related to specific job requirements
• Ability to comply with all policies and procedures as outlined by management
• Knowledge of all state and federal collection laws and procedures

Our Employee Value Proposition

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package -Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable.