Collection Supervisor

Tap Growth ai; Iloilo City; On-site; PHP 420,000 - 620,000; Full time

Job summary

Ubiquity is seeking a Team Leader to lead and mentor agents across voice and dispute operations. You will oversee intake, investigations, and escalation for customer disputes, align with Reg E/EFTA workflows, and drive quality, compliance, and performance improvements.

You will monitor queue health, SLAs, and staffing, provide real-time coaching, and partner with Quality and Compliance to ensure audit readiness and process excellence. Strong English required.

Qualifications

• Minimum 3 years in BPO/contact center, fintech, digital banking, or regulated financial services.

Responsibilities

• Coach, develop, and lead agents handling customer service voice, Reg E intake, disputes, and web/mobile support.

Skills

Voice Operations Leadership

Dispute Investigation Knowledge

Reg E and Compliance Awareness

Performance Coaching

Queue and Backlog Management

Analytical Thinking

Communication and Stakeholder Mgmt

Judgment and Decision-Making

Tools

CRM/Ticketing Systems

Excel/Sheets

Slack/Email

Operational Reporting

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Team Leader, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

• Coaching and Development: Lead, coach, and develop agents supporting customer service voice, Reg E intake, dispute investigations, and web/mobile application support.
• Hands-on Support: Handle customer calls, dispute cases, web/mobile support cases, escalations, and queue work as needed to support staffing gaps, volume spikes, nesting, backlog recovery and business as usual workload.
• Floor Support and Escalation Management: Provide real-time guidance, issue resolution, and first-level escalation review for customer complaints, sensitive account concerns, technical issues, disputed transactions, and process exceptions.
• Voice Operations Management: Monitor live call behavior, customer experience standards, adherence to scripting, call handling quality, and consistent execution of client procedures.
• Reg E Intake and Dispute Oversight: Oversee intake and investigation workflows, including initial cardholder interviews, preliminary dispute coverage assessment, written confirmation requests, documentation accuracy, case notes, follow-up actions, and proper escalation.
• Queue, SLA, and Backlog Management: Track daily workload, call volumes, dispute case inventory, aging, turnaround times, and staffing coverage to ensure timely completion of voice and back-office work.
• Quality, Compliance, and Calibration: Partner with Quality and Compliance on audit readiness, voice and dispute review standards, calibration sessions, scoring alignment, coaching closure, data privacy, and financial services compliance expectations.
• Training and Knowledge Management: Support nesting, certification, recurrent training, SOP updates, quick reference guides, escalation matrices, known-issue trackers, and retraining requirements tied to client workflow or regulatory changes.

What We’re Looking For:

• BPO and Collections Experience: Minimum of 3 years of BPO/contact center experience, preferably in fintech, digital banking, card services, payments, disputes, or regulated financial services operations.
• Leadership Experience: Minimum of 1 year as a Team Leader, SME, floor support lead, or equivalent people/operations leadership role; direct TL experience preferred.
• Voice and Disputes Exposure: Experience supporting customer service voice, dispute intake, chargeback operations, Reg E/EFTA workflows, or financial services case management is highly preferred.
• Launch or Ramp Experience: Experience supporting new program launch, transition, nesting, stabilization, or small- team ramp environments is preferred.
• Tools and Reporting Experience: Working knowledge of CRM/ticketing systems, Microsoft Excel/Google Sheets, Slack/email communication, and basic operational reporting is required.

Skills:

• Voice Operations Leadership: Ability to manage live call support, call handling behavior, customer experience standards, escalation control, and real-time floor assistance.
• Dispute Investigation Knowledge: Working understanding of dispute lifecycle, intake requirements, documentation standards, provisional credit considerations, chargeback workflows, and investigation decisioning.
• Reg E and Compliance Awareness: Familiarity with regulated financial services environments, customer protection requirements, dispute timelines, data privacy, and compliance-driven workflows.
• Performance Coaching: Ability to coach agents using QA findings, call observations, case reviews, compliance defects, productivity trends, and documented action plans.
• Queue and Backlog Management: Ability to prioritize workload, monitor case aging, allocate resources, manage daily inventory, and identify SLA or turnaround-time risks.
• Analytical Thinking: Ability to identify root causes from quality trends, dispute errors, call drivers, escalations, and productivity gaps, then recommend practical corrective actions.
• Communication and Stakeholder Management: Strong verbal and written communication skills with the ability to explain operational, regulatory, and customer-impacting issues clearly to agents, support teams, and client stakeholders.
• Judgment and Decision-Making: Sound judgment in handling sensitive account concerns, customer-impacting decisions, ambiguous launch scenarios, and process exceptions.

Personal Attributes:

• Integrity and Confidentiality: Professional, ethical, and compliance-oriented, with strong discretion when handling customer and account information.
• Customer-Centric Mindset: Able to balance customer experience, regulatory expectations, operational controls, and business needs.
• Composure and Adaptability: Calm under pressure and comfortable working in a launch environment where processes, metrics, and client expectations may still be stabilizing.
• Hands-On Ownership: Willing to lead by example by supporting calls, cases, escalations, coaching, and process changes when business needs require it.

Other Requirements:

• Amenable to shifting working schedules as required by the program needs within standard working hours
• Willing to support occasional schedule adjustments, calibration sessions, training, client meetings, or operational needs outside regular hours when required.
• Must complete client-required training, process certification, tool access requirements, information security training, and any required background or compliance checks.
• High English proficiency is required
• Must be comfortable working with financial services customers, cardholder account concerns, dispute intake scenarios, sensitive customer information, and client-owned workflows.
• Must be willing to undergo additional training related to Reg E dispute intake, prepaid card operations, web/mobile application support, quality standards, and client-specific systems.

Why Join Us?

Head

Access to career development programs that help you grow professionally and personally.

Heart

Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle

Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, experience how we bring Head, Heart, and Hustle to life every day.