Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

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Essential Skills:

• Min 2 years of work experience in collection operations and Team Handling

• Exposure to UK Banking / Collections

• 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.

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Responsibilities:

• 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

• 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.