Collections Team Lead - Disputes & Reg E

Ubiquity; Iloilo City; On-site; PHP 480,000 - 720,000; Full time

Job summary

Ubiquity is seeking a Team Leader to lead and develop agents across customer service voice, Reg E intake, and dispute investigations. You will manage real-time operations, guide escalations, and ensure quality and compliance while supporting staffing needs.

The ideal candidate has 3+ years in BPO/fintech environments and at least 1 year in a leadership role, with strong analytical and communication skills. Expect collaborative teamwork in a fast-paced setting and a focus on outcomes.

Qualifications

• Minimum of 3 years in BPO/contact center, fintech, digital banking, or regulated financial services operations.
• Minimum 1 year as a Team Leader or equivalent leadership role; direct TL experience preferred.
• Experience supporting customer service voice, dispute intake, Reg E/EFTA workflows, or financial services case management is highly preferred.

Responsibilities

• Coaching and developing agents supporting customer service voice, Reg E intake, dispute investigations, and web/mobile support.
• Handle customer calls, dispute cases, web/mobile support cases, escalations, and queue work to cover staffing and spikes.
• Provide real-time guidance and first-level escalation review for complaints, sensitive accounts, technical issues, and exceptions.
• Monitor live call behavior, adherence to scripting, and client procedures for quality execution.
• Oversee intake and investigation workflows, including interviews and documentation accuracy.
• Track daily workload, call volumes, aging, and staffing to ensure timely completion of voice and back-office work.

Skills

Voice Operations Leadership

Dispute Investigation Knowledge

Reg E & Compliance Awareness

Performance Coaching

Queue & Backlog Management

Analytical Thinking

Communication & Stakeholder Mgmt

Judgment & Decision-Making

Tools

CRM/Ticketing systems

Excel/Google Sheets

Slack & Email

Operational reporting tools

Job description

Ubiquity is seeking a Team Leader to lead and develop agents across customer service voice, Reg E intake, and dispute investigations. You will manage real-time operations, guide escalations, and ensure quality and compliance while supporting staffing needs.

The ideal candidate has 3+ years in BPO/fintech environments and at least 1 year in a leadership role, with strong analytical and communication skills. Expect collaborative teamwork in a fast-paced setting and a focus on outcomes.