Work Setup: Onsite
Location: Centris, QC
Schedule: UK TIME / PH MID-SHIFT
Qualifications:
- At least 2nd year college – No back subjects
- Minimum of 2 years work experience collection operations and Team Handling
- Exposure to UK/US/AU Banking / Collections
- 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.
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 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.