About this role
As a Coll - EXE, you will be responsible for overseeing and managing the daily operations of our collections team. Your primary focus will be to ensure efficient and effective debt recovery processes, while maintaining a high level of customer satisfaction. You will lead, motivate, and mentor a team of customer care executives, providing guidance and support to enhance their performance and skills.
• Oversee the day-to-day operations of the collections team, ensuring smooth and efficient debt recovery processes. • Lead and mentor a team of customer care executives, providing training and support to enhance their skills and performance. • Handle complex customer inquiries and complaints, ensuring timely and satisfactory resolutions. • Develop and implement strategies to improve collections performance, including process optimization and effective communication strategies. • Monitor and analyze collections data, identifying trends and areas for improvement, and implementing necessary changes. • Collaborate with other departments to ensure seamless customer experiences and efficient debt recovery. • Maintain strong relationships with key stakeholders, including clients and partners, to foster a positive reputation. • Ensure compliance with legal and regulatory requirements, maintaining a high standard of ethical practices. • Provide regular performance feedback to team members, conducting performance evaluations and identifying areas for growth. • Stay updated with industry trends and best practices, continuously seeking opportunities for team and process improvement.
• A minimum of 5 years of experience in a customer service or collections leadership role. • Proven track record of successfully managing and leading a team, with a focus on customer satisfaction and debt recovery. • Excellent communication and interpersonal skills, with the ability to build strong relationships and collaborate effectively. • Strong problem-solving and analytical skills, with the ability to make data-driven decisions. • Proficiency in using collections management software and tools, with a willingness to learn new technologies. • Ability to work independently and manage multiple priorities in a fast-paced environment. • Excellent organizational and time management skills, with a high level of attention to detail. • Strong leadership qualities, including the ability to motivate and inspire a team. • A proactive and results-oriented mindset, with a focus on continuous improvement. • A degree in Business Administration, Finance, or a related field is preferred.