JOB SUMMARY

We seek a Collections Team Lead to engage in consumer collections of overdue accounts.

Primary responsibility will be monitoring, motivating, and training the Collections Team to ensure KPIs are met monthly.

Responsibilities:

• 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.
• Managing of Non-Payment Reason Reporting. Make sure these issues are understood and elevated to the collections manager.

• A graduate of any 4-year course
• Experience working in Fintech and Lending Company.
• 2 years+ B2C collections experience with fast understanding of collection strategy
• Experience with multiple types of formal and informal credit products
• Willingness to work a flexible and variable schedule
• Expertise and focus on empathy, trust, and speed of customer service issues.
• Demonstrated leadership qualities of: humility, service, efficiency, management, goal attainment, team motivation, and communication.
• Demonstrated expertise of 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 rally team even in times of adversity and challenge