Collections Team Leader Job Description Template
Our company is looking for a Collections Team Leader to join our team.
Responsibilities:
- Conducting (with the support of Collections Manager and HR Manager) investigatory meetings and notice improvements;
- Aiding Customer Service Agents by being the first point of escalation for complaint calls;
- The holidays booking of Customer Service Agents and the monitoring of these;
- Working alongside Collections Manager to implement procedures which will ensure effective collection of client’s outstanding debt;
- The accurate entry and maintenance of Customer Service Agents records on Sage HR system;
- Handling (and where possible, resolving) complaints, and able to coach the team to deal with these effectively;
- Ensuring compliance with all appropriate legislation, regulatory body guidelines and adhering to our company policies and procedures;
- Working with our Quality Assurance team to identify areas for improvement, communicating these with the team and training where required;
- Supporting your team to handle vulnerable customers to bring about fair and appropriate outcomes. Advanced objection handling is desirable;
- Working closely with other members of the management team to assess workloads, task prioritisation and capacity across the whole team;
- Upholding iwoca’s company reputation at all times;
- Being an escalation point within the team to help handle complex cases and achieve fair and appropriate outcomes.
Requirements:
- Strong interpersonal skills – able to communicate and contribute effectively with a large team, with peers and with managers;
- Demonstrable capability to ensure optimum customer journey that fulfils business objectives;
- Target driven innovative style of management;
- Able to prioritise workload to meet targets and deadlines and ability to multi-task;
- Excel, crystal or other reporting tools at intermediate standard as well as the ability to interpret data to drive overall performance;
- Ability to work on own initiative and exceed expectations;
- Proven track record of being dependable and reliable;
- Experience of call centre operations;
- Staff supervisory and coaching experience;
- Ability to effectively and efficiently defuse and control situations without the need for escalation;
- Ability to effectively and efficiently defuse and control situations without the need for escalation or intervention.