Lead Collections Officer
Core
Oversee day-to-day operations of inbound and outbound collections campaigns for retail products including mortgages, personal loans, and credit cards, while mentoring a team to handle customer accounts in arrears.
Role type
Lead Collections Officer (Team Lead)
Builds
Debt recovery processes and customer service solutions for retail banking products
Domain
Banking / Financial Services / Collections
Deliverable
client delivery
Required skills
Team leadership and coaching, collections management, financial hardship resolution, escalation handling, operational excellence, stakeholder communication
Preferred skills
Experience in banking or financial services, proactive customer-centric mindset, strong organizational abilities
Responsibilities
Service inbound and outbound call campaigns within agreed service levels, mentor and support team members, act as a point of contact for escalated issues, conduct calls when additional capacity is required
Seniority
Senior, hands-on IC with team leadership