Assistant Manager - Collections

About DPDzero

• Assist the Collections Manager in developing and implementing strategies to optimize credit card collections processes.
• Monitor daily operations and ensure team adherence to policies and procedures related to credit card debt collections.

2.Team Leadership:

• Provide guidance and support to collection agents, fostering a collaborative and high-performance work environment.
• Conduct regular training sessions and provide ongoing coaching to enhance team skills in credit card collections.

3.Performance Monitoring:

• Analyze collection metrics and reports to identify trends, set performance targets, and develop action plans to improve team performance.
• Conduct quality assurance reviews of collection calls and customer interactions, providing constructive feedback to team members.

4.Customer Relationship Management:

• Assist in handling escalated customer inquiries and complaints related to credit card accounts, ensuring prompt and effective resolution.
• Support initiatives to improve customer engagement and satisfaction during the collections process.

5.Compliance and Reporting:

• Ensure compliance with federal and state regulations, including the Fair Debt Collection Practices Act (FDCPA).
• Prepare and present regular reports on collection activities, team performance, and credit card delinquency trends to management.

6.Collaboration:

• Collaborate with cross-functional teams, including customer service, legal, and operations, to streamline processes and enhance overall collections strategy.
• Contribute to the development of training materials and standard operating procedures specific to credit card collections.

Requirements

• 3+ years of proven experience as a Team Lead in a debt collections and recovery environment, with a strong focus on credit card accounts.
• Prior experience as a telecaller or in a similar customer service role, specifically emphasizing debt collections related to credit cards.
• Excellent verbal and written communication skills.
• Strong leadership and coaching abilities, with a track record of motivating and managing teams in a credit card collections context.
• Ability to analyze data related to credit card debt collections and generate actionable insights to improve team performance.
• Customer-focused mindset and commitment to delivering exceptional service in the collections context.
• Problem-solving skills and the ability to handle challenging customer situations related to credit card debt collections.
• Proficiency in using call center software and tools.
• Flexibility to work in shifts as required by the debt collections operations.

What we offer:

• A smart, talented and agile team: A group of ambitious, driven and fun individuals building together a future in Fintech technology.
• Compensation & Benefits: Competitive salary and insurance benefits. 
• Growth & Experience: The ability to grow and excel with a fast growing and thriving company.