Collections Team Lead at Tala (formerly InVenture)

Job description

Tala is seeking an experienced Collections Team Lead with a minimum of 3 years of progressive experience in the Banking/Microfinance/Financial sector.

Responsibilities

• Own Collections KPIs and work with team towards achieving them each day/month/year:
• Monitor early and Late Stage Cure and Liquidation, to ensure team performance meet the expected business targets.
• Keep track of ,RPC, Contact Rate, PTP Conversion Rate, PTP reminders and daily expected collections to ensure achievement of daily target.
• Manage incentive, rewards and overtime tracking.
• Manage daily/weekly/monthly allocation of accounts to agents, daily collection reports and shift planning.
• Monitor collection trends/recommendations to be shared with the collections manager.
• Handles complaints or difficult calls
• Own culture KPI of maintaining low unwanted attrition through recommending and implementing proper reward/recognition programs
• Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective.
• Tracks the rate of success of the entire process and continues to make adjustments when necessary.
• Trains new employees and holds training reviews for established employees.

Requirements

• Expertise and focus in empathy, trust, and speed of customer service issues.
• Demonstrated leadership qualities of: humility, service, efficiency, management, goal attainment, team motivation, and communication.
• Clear understanding of collections call models.
• Experience creating reports to monitor individual collections performance
• Ability to perform analysis with data to make recommendations for new collections strategies
• Experience training team members on systems and process.
• Demonstrated expertise of team KPIS.
• Strong decision-making and conflict resolution skills.
• Ability to communicate clearly and professionally verbally and in writing.
• Maintains a positive attitude. Can rally team even in times of adversity and challenges.
• At least 3 years managing collections teams for a local consumer lender.
• Strong probing, communication, problem solving and decision makes skills to effectively resolve complex customer and employee issues
• Ability to work efficiently in a high demand, team oriented, and fast-paced environment.