Collection Team Lead - Lending

Creditable Lending Corporation; Pasig; On-site; PHP 446,400 - 669,600; Full time

Job summary

A leading financial services firm in Metro Manila seeks a Collections Team Lead to enhance their consumer collections efforts. The successful candidate will monitor and motivate the collections team, track performance metrics, and manage the allocation of accounts. Applicants should have at least 2 years of B2C collections experience. A flexible schedule and demonstrated leadership skills are essential for this role.

Qualifications

• 2+ years of B2C collections experience with a quick understanding of strategy.
• Experience in Fintech and Lending Company.
• Ability to handle customer complaints or misunderstandings.

Responsibilities

• Coaching and mentoring collections team members.
• Monitoring team performance and adherence to KPIs.
• Managing allocation of accounts to agents and collection reports.

Skills

Leadership

Empathy

Customer service

Understanding of collection strategy

Problem-solving

Education

Graduate of any 4-year course

Job description

Overview

We seek a Collections Team Lead to engage in consumer collections of overdue accounts.

Primary responsibility will be monitoring, motivating, and training the Collections Team to ensure KPIs are met monthly.

Responsibilities

• Coaching, mentoring, and motivating collections team members.
• Keep track of, RPC, Contact Rate, PTP Conversion Rate, PTP reminders and daily expected collections to ensure achievement of daily target.
• Manage incentive, rewards, and overtime tracking.
• Manage daily/weekly/monthly allocation of accounts to agents, daily collection reports and shift planning.
• Monitor collection trends/recommendations to be shared with the collections manager.
• Managing of Non-Payment Reason Reporting. Make sure these issues are understood and elevated to the collections manager.

Qualifications

• A graduate of any 4-year course
• Experience working in Fintech and Lending Company.
• 2 years+ B2C collections experience with fast understanding of collection strategy
• Experience with multiple types of formal and informal credit products
• Willingness to work a flexible and variable schedule
• Expertise and focus on empathy, trust, and speed of customer service issues.
• Demonstrated leadership qualities of: humility, service, efficiency, management, goal attainment, team motivation, and communication.
• Demonstrated expertise of team KPIs.
• Clear understanding of the collections calls model and collections strategy
• Patient and able to handle customer complaints or misunderstandings
• Maintains a positive attitude and rally team even in times of adversity and challenge