Job Description
- The in scope activities for this process involves inbound calls for early-stage delinquent customers and L0 & L1 service request management( statement request, account maintenance, balance inquiry etc. and outbound calls for early stage (0-59 days) delinquent customers – dialer and manual. Products to be managed are mortgage, club, condo and latitude.
Roles & 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 issuesWorks 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.
Desirable Skills
At least 2 year of college completion.2-4 Years of contact center experience.Min 2 years of work experience in collection operations and Team Handling.