Collections Team Lead

Job description

• Assist with managing a group of 15+ representatives.
• Assist with escalations and follow up.
• Administrative tasks.
• Assist management with performance and disciplinary processes.
• Understand the customer’s requirement through probing conversations, analyze its complexity and define an attainable turnaround time and resolution, and assign the request to the right person within the team.
• Coordinate and/or process the most complex requests.
• Provide guidance and support to the collection agents with daily activities.
• Support with project and initiatives.