Team Lead - Growth & Compliance - Collection Process

Responsibilities:

Team Leadership & Development:

- Conduct regular performance reviews, providing coaching, feedback, and development opportunities for team members.

- Foster a collaborative and customer-centric work environment within the team.

- Participate in the recruitment, training, and ongoing development of team members.

Process Optimization & Compliance:

- Develop and implement strategies to enhance the efficiency and effectiveness of the collection process.

- Ensure adherence to all relevant collection laws, regulations, and internal policies.

- Monitor and evaluate collection activities to identify areas for improvement and maintain high compliance standards.

Performance Management & Analysis:

- Analyze collection reports and identify trends, opportunities, and areas for improvement.

- Track team and individual performance metrics, holding team members accountable for achieving goals.

- Prepare reports and presentations to communicate performance and trends to stakeholders.

Customer Focus & Collaboration:

- Handle escalated customer inquiries and complaints with empathy and professionalism.

Qualifications:

- Bachelor's degree in Business Administration, Finance, or a related field (MBA preferred).

- Proven track record of exceeding collection targets and driving team performance.

- In-depth knowledge of collection laws, protocols, and compliance regulations.

- Strong analytical and problem-solving skills with the ability to interpret data and make sound decisions.

- Excellent communication and interpersonal skills to build strong relationships with team members and customers.

- Proficiency in collection software and CRM systems.

- Leadership qualities with a focus on motivation, coaching, and team development.

- Customer-centric approach with a commitment to exceptional service and resolution.

- Detail-oriented and organized with a focus on accuracy and quality