Front Line Manager - Customer Care - Collections 5B

Genpact Ltd.; Uberlândia; Híbrido; BRL 90 000 - 150 000; Tempo integral

Resumo da oferta

Genpact Ltd. is hiring for a Front Line Manager - Customer Care - Collections.You will initiate collections, negotiate terms, and monitor delinquent accounts to ensure timely cash inflows. Collaboration with Credit, Sales, and Supply Chain teams is essential to resolve issues.

The role emphasizes compliance with regulatory requirements and detailed record-keeping in CRM systems, with a blended on-site and remote-friendly Brazil work model.

Qualificações

• Bachelor's degree in Business Administration, Communication, Hospitality, IT, or Marketing.
• Certified Treasury Professional (CTP) certification related to treasury or collections.
• Portuguese language proficiency at C2 level.

Responsabilidades

• Reach out to customers with overdue accounts via phone, email, and letters to initiate collections.
• Negotiate repayment terms and settlements in line with policies.
• Monitor accounts for delinquencies and reconcile balances with customers.
• Maintain detailed records of communications and log outcomes in CRM systems.
• Escalate complex cases to senior staff or legal teams as needed.

Conhecimentos

Customer Care

Customer Experience (CX)

CRM

Debt Collection

Data Analytics

Regulatory Compliance

Risk Management

Credit Management

Negotiation

Communication Skills

Formação académica

Bachelor's degree in Business Administration

Bachelor's degree in Communication

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

Descrição da oferta de emprego

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. 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 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 Come 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.