Collection Team Lead

Key Responsibilities:

• Lead, mentor, and coach a team of telecallers focused on credit card debt collections to ensure they meet performance targets and deliver outstanding customer interactions.
• Develop and implement strategies to enhance the teams productivity, efficiency, and overall collections performance specifically related to credit card accounts.
• Monitor team members calls for quality assurance, providing constructive feedback and training to address credit card-specific collection challenges.
• Set clear performance goals for individual team members, conducting regular performance reviews to assess their effectiveness in handling credit card debt collections.
• Collaborate with other teams, including collections operations, customer support, and operations, to ensure seamless customer experiences for credit card holders.
• Analyze call center data related to credit card debt collections to identify trends, areas for improvement, and opportunities for process optimization.
• Handle escalated customer inquiries or complaints related to credit card debt collections, resolving issues promptly and effectively.
• Develop training materials and conduct training sessions for new telecallers focused on credit card debt collections, ensuring they are well-equipped to deliver exceptional service.
• Maintain up-to-date knowledge of DPDzeros credit card collections strategies, services, and processes to assist team members and customers effectively.Role & responsibilities

Preferred candidate profile

Qualifications:

• 3+ years of experience as a Team Lead in a debt collections and recovery environment, with a strong focus on credit card accounts.
• Prior experience as a telecaller or in a similar customer service role, specifically emphasizing debt collections related to credit cards.
• Excellent verbal and written communication skills.
• Strong leadership and coaching abilities, with a track record of motivating and managing teams in a credit card collections context.
• Ability to analyze data related to credit card debt collections and generate actionable insights to improve team performance.
• Customer-focused mindset and commitment to delivering exceptional service in the collections context.
• Problem-solving skills and the ability to handle challenging customer situations related to credit card debt collections.
• Proficiency in using call center software and tools.
• Flexibility to work in shifts as required by the debt collections operations.

Preferred Skills:

• Certification or training in call centre management or customer service
• Familiarity with fintech products or services, particularly in the debt collections domain
• Multilingual abilities

Perks and benefits

What we offer:

• A smart, talented and agile team: A group of ambitious, driven and fun individuals building together a future in Fintech technology.
• Compensation & Benefits: Competitive salary and insurance benefits. 
• Growth & Experience: The ability to grow and excel with a fast growing and thriving company.