Team Lead (Banking Collections)

PM Consulting; Philippines; On-site; PHP 500,000 - 600,000; Full time

Job summary

PM Consulting in the Philippines is seeking an experienced Collections Team Lead to coach and guide a team of collection agents, ensuring compliant, customer-focused recoveries. You will monitor performance metrics, conduct regular reviews, and collaborate with senior management to drive improvements.

We require a Bachelor’s degree and 2–4 years in collections, including 1–2 years in supervision, with strong negotiation and data reporting skills.

Qualifications

• Bachelor’s degree required, preferably related field.
• 2–4 years in collections with 1–2 years in supervision or team lead capacity.
• Experience in mortgage, ALM, KYC, loan origination, fraud, reconciliation and underwriting.
• Regulatory knowledge of banking products, consumer credit, and collection guidelines.

Responsibilities

• Lead, mentor, and train collection agents with regular performance reviews.
• Monitor daily, weekly, and monthly KPIs such as flow rates and recovery goals.
• Handle escalated borrower negotiations and resolve complex disputes or complaints.
• Track productivity metrics using CRM systems, dialers, and spreadsheets; generate updates for senior management.

Skills

Negotiation

Data reporting

Communication

Education

Bachelor’s degree

Job description

Core Responsibilities

• Team Leadership & Coaching: Lead, mentor, and train collection agents. Conduct regular performance reviews and provide live call or field coaching.




• Target Achievement: Monitor daily, weekly, and monthly Key Performance Indicators (KPIs) like flow rates and recovery goals.




• Escalation Management: Handle complex borrower negotiations and resolve escalated customer complaints or disputes.




• Data Analysis & Reporting: Track productivity metrics using tools like CRM systems, dialers, and spreadsheets. Generate performance updates for senior management.

Key Qualifications

• Education: Bachelor’s degree in any related field.




• Experience: 2 to 4 years of relevant collections experience, with at least 1–2 years in a supervisory or team lead capacity.




• Experience in mortgage, ALM, KYC, loan origination, fraud, reconciliation and underwriting.




• Regulatory Knowledge: Understanding of banking products, consumer credit, and collection guidelines.




• Skills: Strong negotiation, data reporting proficiency (MS Excel/Google Sheets), and effective communication.