The in scope activities for this process involves i nbound calls for early-stage delinquent customers and L0 & L1 service request management( statement request, account maintenance, balance inquiry etc and o utbound calls for early stage (0-59 days) delinquent customers - dialer and manual. Products to be managed are m ortgage, club, condo and latitude.
• 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
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• 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.
At least 2 year of college completion
2-4 Years of contact center experience
Min 2 years of work experience in collection operations and Team Handling
• 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.