Collections Team Lead

2 days ago

Pasay, National Capital Region, Philippines iDirect Finance Company Inc. Full time

Job Summary

The Collections Team Lead for local accounts is responsible for overseeing the daily operations of the collections team and ensuring the timely, effective recovery of outstanding receivables while maintaining positive customer relationships. This role includes setting performance goals, monitoring key metrics, coaching team members, and ensuring compliance with company policies and relevant debt collection regulations.


Key Responsibilities:

  • Provide continuous supervision, guidance, and support to collections specialists/agents.
  • Conduct regular performance reviews and develop skill enhancement plans.
  • Coordinate daily staffing and workload assignments to maximize productivity.
  • Oversee collections workflow, ensuring timely follow-up on delinquent accounts.
  • Develop and implement collection strategies based on aging trends, customer profiles, and economic conditions.
  • Monitor compliance with internal controls, data protection laws, and applicable regulations.
  • Track team performance against KPIs such as delinquency rate, past due ratios, recovery targets, and call quality.
  • Handle escalated disputes or complex account reviews to resolve issues amicably.
  • Collaborate with sales, legal, and customer service departments to streamline communication on overdue accounts.
  • Ensure adherence to ethical best practices and legal requirements.
  • Perform other duties as assigned by management.

Qualifications:

  • Bachelor's degree in Business, Finance, or related field.
  • 3–5 years progressive experience in collections or credit operations.
  • Leadership or supervisory experience preferred.
  • Strong knowledge of collections best practices and regulatory requirements.
  • Excellent communication, negotiation, and organizational skills.
  • Ability to analyze data, prepare reports, and present findings to leadership.

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