Job Opportunities in Philippines

The Team Leader – Collections is responsible for leading and managing a team of collection agents to ensure the timely and effective recovery of outstanding debts while maintaining compliance with legal standards and company policies. The role involves setting performance goals, coaching the team, handling escalated cases, and ensuring excellent customer service while maximizing collection rates.
Key Responsibilities:

• Team Leadership and Development:
• Supervise, coach, and mentor a team of collection specialists.
• Set performance goals for the team and individuals, ensuring achievement of collection targets.
• Provide regular training to team members on collection techniques and compliance standards.
• Foster a positive work environment, ensuring team motivation and high morale.
• Performance Management:
• Monitor the team’s daily performance through KPIs such as recovery rates, call quality, and productivity.
• Conduct one-on-one performance reviews, offering constructive feedback and implementing improvement plans as needed.
• Create action plans for underperforming team members and track progress.
• Collections Operations:
• Develop and implement strategies to maximize collection results, including reviewing debt accounts, prioritizing tasks, and setting daily/weekly targets.
• Collaborate with management to develop effective debt recovery strategies for difficult cases.
• Address escalated or complex collection issues, negotiating settlements where necessary.
• Compliance and Risk Management:
• Ensure compliance with local, state, and federal laws regarding debt recovery, including data protection regulations.
• Regularly update the team on any changes in regulatory requirements.
• Oversee proper documentation of all collection activities to ensure accuracy and audit readiness.
• Customer Interaction and Dispute Resolution:
• Act as the point of contact for handling disputes or escalations from clients.
• Negotiate repayment plans with clients, aiming for win-win resolutions that ensure payment while maintaining good customer relationships.
• Resolve complaints professionally, ensuring a positive customer experience while recovering debts.
• Reporting and Analysis:
• Prepare and present daily, weekly, and monthly performance reports for senior management.
• Analyze collection data to identify trends, areas of improvement, and strategies for enhancing performance.
• Keep detailed records of collection activities and outcomes.
• Collaboration:
• Work closely with other departments such as Finance, Legal, and Customer Service to resolve client issues and manage delinquent accounts.
• Collaborate with HR to address any team-related concerns, such as training needs or performance issues.

Qualifications:

• Education:
• Bachelor’s degree in Finance, Business Administration, or a related field (preferred).
• Experience:
• Minimum of 2-3 years of experience in collections, with at least 1 year in a supervisory or team leader role.
• Proven experience in meeting and exceeding collection targets.
• Strong understanding of debt collection laws, regulations, and best practices.
• Skills:
• Leadership and Management: Strong ability to lead, mentor, and motivate a team.
• Communication and Negotiation: Excellent communication skills, both verbal and written, with the ability to handle difficult conversations and negotiate effectively.
• Problem-Solving: Ability to identify and resolve issues quickly and efficiently.
• Analytical: Strong analytical skills with the ability to interpret data and implement strategies accordingly.
• Time Management: Ability to manage time effectively, ensuring that tasks are prioritized and deadlines are met.
• Customer Service: Ability to maintain positive relationships with clients while recovering debts.
• Technical Skills:
• Proficient in MS Office (especially Excel) and familiarity with collection software or CRM systems.
• Personal Attributes:
• High attention to detail and accuracy.
• Strong work ethic, resilience, and the ability to handle high-pressure situations.
• Ethical and compliant, adhering to all legal and regulatory requirements.

Job Type: Full-time
Benefits:

• Company Christmas gift
• Company events

Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary

Application Deadline: 10/20/2024
Expected Start Date: 10/14/2024