Collections - Team Leader

6 days ago


Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Description

- The in scope activities for this process involves inbound calls for early-stage delinquent customers and L0 & L1 service request management( statement request, account maintenance, balance inquiry etc. and outbound calls for early stage (0-59 days) delinquent customers – dialer and manual. Products to be managed are mortgage, club, condo and latitude.

Roles & Responsibilities

• Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables.

• Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.

• Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues

• Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.

• Monitors interactions to ensure that team members are giving accurate information and following approved practices.

• Coaches and develops a positive and productive work environment and builds relationships with business partners.

• Utilizes reporting for business metrics to guide team member coaching and performance management.

• Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.

• Ensures capabilities and knowledge of team members keeps pace with customer expectations.

• Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.

• May perform budgetary analysis, reports or special project work as requested by business partners and senior management.

• Delivers what is promised in line with customer expectations.

• Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities.

• Must possess procedure driven judgment in order to find the best solution to an issue.

• Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.

• Should take escalation calls as needed/required.

Desirable Skills

- At least 2 year of college completion.

- 2-4 Years of contact center experience.

- Min 2 years of work experience in collection operations and Team Handling.

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