Collections Team Leader
2 weeks ago
Own KPIs and work with the team towards achieving them each day/month/year.
Coaching, mentoring, and motivating collections team members.
Keep track of RPC, Contact Rate, PTP Conversion Rate, PTP reminders, and daily expected collections to ensure achievement of daily target.
Manage incentive, rewards, and overtime tracking.
Manage daily/weekly/monthly allocation of accounts to agents, daily collection reports, and shift planning.
Monitor collection trends/recommendations to be shared with the collections manager.
Manage Non-Payment Reason Reporting. Ensure these issues are understood and elevated to the collections manager.
Job Qualifications:
At least College Level.
Minimum 2 years as Team Leader in managing a team.
Experience in Soft and Hard Collections in the Fintech space.
Hands-on experience with MS Office/Excel, PPT.
Good communication and negotiation skills.
Ability to lead the team from the front and be an excellent team player.
Skills & Expertise:
Expertise and focus on empathy, trust, and speed in addressing customer service issues.
Demonstrated leadership qualities: humility, service, efficiency, management, goal attainment, team motivation, and communication.
Expertise in team KPIs.
Clear understanding of the collections calls model and collections strategy.
Patient and able to handle customer complaints or misunderstandings.
Maintains a positive attitude and rallies the team even in times of adversity and challenge.
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