Collection Team Lead
hace 2 semanas
About GoodLeap:
GoodLeap is a leading provider of innovative financial solutions. We are proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of millions of people worldwide.
The Collection Team Lead will be responsible for coaching, training, and developing collectors into strong negotiators while providing an excellent customer experience. This role requires the ability to effectively motivate collectors, ensure high morale, and achieve monthly goals.
Key Responsibilities:
• Monitor, train, and develop collectors to maximize results while ensuring all policies and procedures are followed.
• Hold collectors accountable to performance expectations, productivity, attendance policy, and quality scores.
• Motivate collectors to achieve success and create a team atmosphere.
• Audit collection activities to ensure maximum results and partner with leadership to recommend changes to enhance strategies and lower delinquency.
• Conduct daily/weekly/monthly call calibrations, account reviews, and performance reviews with direct reports.
• Manage workload (queues and dialer campaigns) to ensure daily/monthly targets are achieved.
Requirements:
• Excellent project management skills and a positive attitude.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.
• Creative and analytical thinker with strong problem-solving skills.
• Exceptional verbal and written communication skills.
• Ability to communicate effectively at all levels of the organization.
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Ability to motivate others to achieve maximum results.
• Ability to drive results with geographically dispersed teams.
Experience:
• Minimum 5 years of experience in collections, financial services, or a relevant field.
• Minimum 3 years of experience in a consumer collection management role.
• Minimum 3 years of call center management experience.
• Advanced proficiency with computer functions, with MS Office suite strongly preferred.
• Ability to lead or manage 10-15 high-performing front-line representatives.
• Exceptional communication skills, including verbal, written, one-on-one, and team.
• Knowledge of collection industry regulations.
• Ability to collaborate across departments to resolve customer concerns.
• Strong leadership skills to motivate employees to achieve success.
• Excellent problem-solving skills.
• Goal-oriented, focusing on both short and long-term visions.
• Understanding of good collection practices and procedures.
• High School Diploma or GED required.
• Bilingual (English/Spanish).
Compensation:
MXN $35,000 - $50,000/month DOE.
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