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. • 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. 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 • 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.
#J-18808-Ljbffr