Front Line Manager - Customer Care - Collections 5B

4101 Genpact Brasil Gestao de Processos Operacionais Ltda.; Uberlândia; Hybrid; BRL 90,000 - 120,000; Full time

Job summary

Genpact in Brazil seeks a Front Line Manager - Customer Care - Collections to lead debt collection activities, negotiate settlements, and ensure compliance with policies. You will use phone, email, and letters to reach overdue accounts and coordinate with other teams.

The role emphasizes accurate record-keeping, reporting, escalation of disputes, and proactive collaboration with Credit Management, Sales, and Cash Application to secure timely cash inflows.

Qualifications

• Bachelor's degree in a business-related field is required.
• Certified Treasury Professional (CTP) certification is a plus.
• Experience in debt collection or related financial operations preferred.

Responsibilities

• Reach out to customers with overdue accounts via phone, email, and letters to initiate collections.
• Negotiate repayment terms and settlements per policy.
• Monitor overdue payments and reconcile balances with customers.
• Log outcomes and prepare regular collection activity reports for management.
• Investigate and resolve disputes related to billing or payments and escalate when needed.
• Collaborate with Credit Management, Sales, Supply Chain, and Cash Application to resolve issues.
• Meet or exceed daily, weekly, and monthly collection KPIs and ensure timely cash inflows.
• Follow legal/regulatory requirements and internal SOPs.

Skills

Banking Operations

Customer Care

Customer Experience

Customer Journey Mapping

CRM

Data Analytics

Fraud Analytics

Regulatory Affairs

Risk Management

Core Banking

Portuguese

Education

Bachelor in Business Administration

Bachelor in Communication

Bachelor in Hospitality Management

Bachelor in Information Technology

Bachelor in Marketing

Certified Treasury Professional (CTP)

Tools

CRM Systems

Data Analytics Tools

Regulatory Compliance Tools

Job description

Front Line Manager - Customer Care - Collections Ready 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.

Job Description

Debt 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.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing
• Certifications Certified Treasury Professional (CTP) - Instituto Nacional de AprendizajeInstituto Nacional de Aprendizaje

Required Skills

Banking 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 Management Language Portuguese (Required) Language Proficiency - Proficient - C2

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Collections Remote Type - Hybrid Work 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 progress

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.