Philippines - Collections Team Lead

  • Tala
  • Manila, Philippines
  • Jul 11, 2018
Full time Customer Service

Job Description

Tala, seeks a Collections Team Lead to engage in consumer collections of overdue accounts. Primary responsibility will be monitoring, motivating, and training the Philippines Tala Collections Team to ensure KPIs are met monthly. 

The position purpose is ensuring an excellent standard of caring service, maintaining customer relationships, and emphasizing Tala’s brand of modern and convenient customer-centric service to the in house Collections Team.

DUTIES:

  • Own 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.
  • Daily/Weekly/monthly reporting of agent performance.
  • Coaching, mentoring, and motivating collections team members.
  • Reporting of KPIs and key themes on a weekly basis.
  • Managing of Non-Payment Reason Reporting. Make sure these issues are understood and elevated to the collections manager.

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.
  • Demonstrated expertise of Autodialer, Zendesk, admin, and customer service processes.
  • Clear understanding of collections call model.
  • 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.
  • Knowledge in Dialer System, Leads and Reporting is a must
  • Able to Create Analytical Reports and projects

SKILLS AND QUALIFICATIONS:

  • Graduate of any 4 year course
  • Five (5) years B2C collections experience and at least 2 years experience as a Team Lead.
  • High level of financial literacy
  • Experience with multiple types of formal and informal credit products

About Tala:

Tala is the leading mobile technology and data science company committed to financial inclusion globally. More than 1.3 million people have borrowed through Tala’s smartphone app, which provides instant credit scoring, lending, and other personalized financial services in emerging markets. Tala has raised more than $105 million from leading venture and impact investors including Revolution, IVP, Ribbit Capital, Data Collective, and Lowercase Capital. Tala’s global team is headquartered in Santa Monica, with additional offices in Nairobi, Manila, Dar Es Salaam, Mexico City, Mumbai, and Bangalore.