Job description
Tala is seeking an experienced Collections Team Lead with a minimum of 3 years of progressive experience in the Banking/Microfinance/Financial sector.
Responsibilities
Own Collections KPIs and work with team towards achieving them each day/month/year:
Monitor early and Late Stage Cure and Liquidation, to ensure team performance meet the expected business targets.
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.
Handles complaints or difficult calls
Own culture KPI of maintaining low unwanted attrition through recommending and implementing proper reward/recognition programs
Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective.
Tracks the rate of success of the entire process and continues to make adjustments when necessary.
Trains new employees and holds training reviews for established employees.
Requirements
Expertise and focus in empathy, trust, and speed of customer service issues.
Demonstrated leadership qualities of: humility, service, efficiency, management, goal attainment, team motivation, and communication.
Clear understanding of collections call models.
Experience creating reports to monitor individual collections performance
Ability to perform analysis with data to make recommendations for new collections strategies
Experience training team members on systems and process.
Demonstrated expertise of team KPIS.
Strong decision-making and conflict resolution skills.
Ability to communicate clearly and professionally verbally and in writing.
Maintains a positive attitude. Can rally team even in times of adversity and challenges.
At least 3 years managing collections teams for a local consumer lender.
Strong probing, communication, problem solving and decision makes skills to effectively resolve complex customer and employee issues
Ability to work efficiently in a high demand, team oriented, and fast-paced environment.
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