Collections Team Lead: Coaching & Performance

Ubiquity; Iloilo City; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Career development

People-first culture

Dynamic, fast-paced environment

Job summary

Ubiquity in Iloilo City is seeking a Collections Team Leader to act as an operational SME for coaching frontline staff and handling complex customer scenarios and account inquiries.

You will drive performance through quality reviews, reporting, and continuous improvement initiatives, with real-time support and ongoing knowledge sessions.

This role requires strong leadership, excellent communication, and a customer-focused approach to de-escalate issues and improve processes.

Qualifications

• At least 3 years of experience in Collections.
• At least 2 years of supervisory background.
• Strong leadership, coaching capabilities.
• Excellent problem-solving, critical thinking and decision-making.
• Strong verbal and written communication.
• Active listening and constructive feedback abilities.
• Knowledge of high-risk accounts, Title & Insurance processes, and escalation procedures.
• Performance analysis and reporting expertise.
• Organization, prioritization, and time management skills.
• Customer-focused with effective de-escalation abilities.

Responsibilities

• Conduct call audits and quality reviews.
• Provide real-time support (LILO)
• Lead jumpstarts and knowledge sessions.
• Complete follow-up calls with customers.
• Perform performance reporting and trend analysis.
• Conduct coaching and talk-offs.
• Create and manage chat communications.
• Identify performance opportunities and process improvements.

Skills

Collections experience

Supervisory experience

Leadership coaching

Problem-solving

Communication skills

Active listening

De-escalation

Time management

High-risk accounts

Job description

Ubiquity in Iloilo City is seeking a Collections Team Leader to act as an operational SME for coaching frontline staff and handling complex customer scenarios and account inquiries.

You will drive performance through quality reviews, reporting, and continuous improvement initiatives, with real-time support and ongoing knowledge sessions.

This role requires strong leadership, excellent communication, and a customer-focused approach to de-escalate issues and improve processes.