Team Leader (Collections)

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

Essential Skills:

• Sound Knowledge about collections domain and understanding of the process and bucket flows
• Experience in collections team management and familiar with the data and reports pertaining to collections
• Understanding of collections terminologies guidelines and laws.
• Excellent oral and written communication and listening skills
• Customer centric
• Attention to details
• Computer Savy - MS office & Internet
• Handles contacts with our customers in a polite and friendly way instilling customer confidence
• Willingness to work in shifts
• Must possess good verbal and written communication skills
• Courteous with strong customer service orientation
• Dependable with proficient attention to detail
• Must be goal oriented
• Possess insight into self and others.
• Must be aware of certain state laws which exists in the UK.

Responsibilities:

• Strong experience BPO Collections Operations and Managing SLA KPIs and project deliverables
• Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.
• Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues
• Works with management and team members to proactively identify manage and escalate risks which may impact the business.
• Monitors interactions to ensure that team members are giving accurate information and following approved practices.
• Coaches and develops a positive and productive work environment and builds relationships with business partners.
• Utilizes reporting for business metrics to guide team member coaching and performance management.
• Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.
• Ensures capabilities and knowledge of team members keeps pace with customer expectations.
• Assists and makes employment decisions and sets performance standards; trains and coaches staff writes and conducts performance evaluations.
• May perform budgetary analysis reports or special project work as requested by business partners and senior management.
• Delivers what is promised in line with customer expectations
• Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities
• Must possess procedure driven judgment in order to find the best solution to an issue.
• Excelling in a fast-paced collaborative environment that requires accuracy multitasking and effective communication.
• Should take escalation calls as needed/required.

Experience:

• Min 2 years of work experience in collection operations and Team Handling.
• Exposure to UK Banking / Collections
• 2 to 4 Years of banking contact Center experince
• Bachelors degree/ College Graduate/Undergraduate