Front Line Manager - Customer Care - Collections 5B

Genpact Brasil Gestao de Processos Operacionais Ltda.; São Paulo; Hybrid; BRL 60,000 - 90,000; Full time

Job summary

Genpact Brasil Gestão de Processos Operacionais Ltda. in São Paulo seeks a Front Line Manager for Customer Care - Collections. You will lead customer outreach to recover overdue payments, negotiate settlements, and monitor accounts across multiple platforms.

The role requires experience in debt collection, strong customer care skills, and collaboration with Credit Management, Sales, and other teams. Hybrid work options are available in Brazil.

Qualifications

• Bachelor's degree in Business Administration, Communication, Hospitality Management, IT or Marketing.
• Experience in debt collection or customer care is preferred.
• Familiarity with CRM and data analytics to monitor collections performance.

Responsibilities

• Reach out to customers with overdue accounts via phone, email, and letters to initiate collections.
• Negotiate repayment terms and settlements following policy.
• Monitor accounts for overdue payments and reconcile balances with customers.
• Maintain records of all communications and payment commitments.
• Escalate complex cases to senior staff or legal teams as needed.
• Collaborate with Credit Management, Sales, and other departments to resolve issues.
• Meet daily, weekly, and monthly collection targets and KPIs.

Skills

Customer Care

Customer Experience

Data Analytics

Fraud Analytics

Risk Management

CRM

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communication

Bachelor's degree in Marketing

Tools

CRM systems

Job description

Front Line Manager - Customer Care - CollectionsReady to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.Job DescriptionDebt Collection & Communication • Reach out to customers with overdue accounts using phone, email, and letters to initiate collections. • Negotiate repayment terms and settlements in accordance with company policies. 2. Account Monitoring & Reconciliation • Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items. • Reconcile account balances with customers and address unapplied credits. 3. Record-Keeping & Reporting • Maintain detailed and accurate records of all customer communication and payment commitments. • Log outcomes of collection efforts and follow-ups in CRM or collections systems. • Prepare and submit regular collection activity reports for management review. 4. Dispute Resolution & Escalation • Investigate and resolve customer complaints or disputes related to billing or payments. • Escalate unresolved or complex cases to senior staff or legal teams as needed. 5. Cross-Functional Collaboration • Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues. • Provide necessary documentation to support third-party collections or bankruptcy cases. 6. Performance & Target Achievement • Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs. • Ensure timely cash inflow within agreed payment terms and SLAs. 7. Compliance & Process Adherence • Follow all applicable legal and regulatory requirements related to debt collection. • Adhere to company policies, SOPs, and standard quality benchmarks.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified Treasury Professional (CTP) - Instituto Nacional de AprendizajeInstituto Nacional de AprendizajeRequired SkillsBanking Capital Markets, Banking Operations, Core Banking, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Relationship Management (CRM), Customer Service, Data Analytics, Fraud Analytics, Network Management, Regulatory Affair Management, Risk ManagementLanguagePortuguese (Required)Language Proficiency -Proficient - C2Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - CollectionsRemote Type -HybridWork Shift -Day Job (Brazil)Why join Genpact?• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter• Make an impact – Help global enterprises solve business challenges that matter• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s build tomorrow together.Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.