Collections and Payments Team Lead

About MONEYME:
MONEYME is a founder-led digital lender and
Certified B Corporation
. We challenge the traditional ways of credit and simplify the borrowing experience with digital-first experiences that meet the needs of modern consumers. We offer a range of fast, flexible, and competitively priced products that span our customers' credit lifecycle, including personal loans, credit cards, and car loans. We deliver unrivalled customer experiences powered by smart technology, speed and efficiency.

We are for ambitious Australians that expect more from life and the companies they engage with. We uphold a strong ethos of sustainability and hold ourselves accountable to the high standards of the B Corp movement. Our culture is energetic and driven, and we continually challenge the status quo… we're nothing like your traditional finance institution. We have recently been certified as a B Corp and a
Great Place To Work.
We're proud to have built a culture where people feel heard, cared for, and empowered to push boundaries. We wouldn't be able to continually improve and grow as a company without our diverse and exceptional team.

What we are looking for:
The Collections and Payments Team Lead position will be responsible for supervising day-to-day business operations in all forms of customer support. You will ensure the delivery of quality customer service experience throughout our phone, email, and real-time online chat communications with customers. You will also ensure team performance standards are met and to react promptly to any changes or issues that may occur.

Responsibilities for this position include:

• Being the first point of resolution for customers and serve them effective and accurately.
• Be involved in all business operations that involve customer interactions and take ownership for a seamless service.
• Working closely with the operations team - learning, leveraging skills and fostering strong teamwork.
• Deliver the best customer service experience in all forms of communications including but not limited to phones, emails, and real-time online chat.
• Communicate with customers on a day-to-day basis, which may cover a raft of transactions, including credit inquiries, payments, marketing, and general customer management matters, simultaneously.
• Through direct calling, SMS, chat and email, all communications will be well constructed, as close to real time as possible and have a positive impact on the customer and brand.
• Traverse between various MONEYME brands as it is necessary to do so.
• Engage with payments, collections, and customer account management activities.
• Seek guidance from peers and leaders and escalate appropriate matters to deliver better outcomes.
• Protect customer information and sensitive data always.
• Stay up to date and maintain compliance on all other legislative requirements.
• Understand our products and services inside out.
• Channel information and be a main focal point of contact between HQ and Manila.
• Queue management and task allocation.
• Developing and supporting teammates to fulfil their roles to the best of their ability.
• Day to day reporting of lateness/absenteeism.
• Manages and leads team towards common goals as well as provides coaching and training needed.
• Performance management and assisting with quarterly bonus reviews, KPI and team targets.
• Maintain a high standard of operational performance.
• Internal conflict and dispute resolution, determining what needs to be escalated to an operations manager in HQ.

To be successful in this role you must have the following:

• Excellent communication skills in both spoken and written forms, interpersonal and coaching skills.
• Confident on verbal communication (inbound and outbound calls)
• Can work simultaneously with different communication channels (e.g. Online chat, phone and email)
• Highly trainable and has the willingness to learn underwriting.
• Can think on their feet and have proactive and positive attitudes.
• Ability to achieve targets in providing financial solutions that meet customer needs.
• Familiarity with Australian Market and Millennial values are a plus but not essential.
• Business Instincts - Inherently curious by nature, you enjoy thinking about what makes a great business and bring those ideas to life.
• Drive and Hustle - We provide thousands of loans to customers each month, so this could include optimising the customer experience, reducing the time taken for a client to receive a decision on their loan, maximising customer value, and ensuring the highest level of service throughout.
• People Skills - You will need high-class people skills, excellent phone manner, and the ability to think quickly on the phone in regard to finding a solution for the customer, capacity to work with our diverse team and continue to promote the professional brand of MONEYME.

What's in it for you:
MONEYME's employees and culture are core to who we are.
We know that without a high-performing and engaged Team MONEYME, we will not achieve our ambitious goals for the future. We are proud to offer a collaborative and fun work environment.

Some of the benefits & perks we offer for all our employees in Manila are:

• HMO on Day 1 + 1 free dependent
• 15 days of vacation leaves and 15 days of sick leave
• 1 birthday leave
• Health and wellbeing initiatives like weekly sports activities and MONEYME Olympics
• Fun filled company activities - summer outings, team building, team lunch or dinner, Halloween event, year-end party and so much more
• Complimentary snacks in the office
• MONEYME Merchandise - hoodie, T-shirt, tumbler, notebook, and id lace
• Quarter champion awards & reward trips

At MONEYME we believe in rewarding hard work. When the business is winning, so are you and we're always investing in our employees to lead new projects and develop people's careers. We have quarterly awards, events, bonuses and more.

MONEYME Limited is an equal opportunity employer and we value diversity, equity, and inclusion. We are committed to creating a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. We believe that the unique contribution of our employees is a key driver of our success. We stand together – our diversity and inclusion give us an edge.