Digital Collections - Team Leader

Job Title

Job Summary:

Key Responsibilities:

Team Leadership & Management:

o Lead, mentor, and coach a team of digital collections agents to meet and exceed key performance indicators (KPIs).

o Conduct regular performance reviews and provide constructive feedback.

o Foster a positive and high-performance work environment.

o Monitor team performance, ensuring adherence to quality standards and compliance protocols.

Digital Collections Strategy & Execution:

o Develop and implement effective digital collections campaigns across various channels such as email, SMS, social media, and chat.

o Analyze campaign data to identify trends, optimize strategies, and improve recovery rates.

o Utilize data analytics to segment customer portfolios and tailor communication strategies.

o Collaborate with the analytics team to build and refine digital collections models.

Data Analysis & Reporting:

o Demonstrate strong proficiency in Microsoft Excel to track team performance, analyze campaign results, and create comprehensive reports.

o Prepare and present regular performance reports using PowerPoint for senior management and clients.

o Analyze data to identify opportunities for process improvements and strategic enhancements.

Client & Stakeholder Management:

o Serve as a key point of contact for clients, handling inquiries and providing regular updates on collection performance.

o Build and maintain strong relationships with internal and external stakeholders.

o Present performance insights and strategic recommendations to clients in a clear and compelling manner.

Process Improvement & Compliance:

o Identify and implement process efficiencies to streamline digital collections operations.

o Ensure all collections activities comply with regulatory requirements and company policies.

o Stay updated with industry trends and best practices in digital collections and customer engagement.

Required Skills and Qualifications:

• Bachelor's degree in Business, Marketing, Finance, or a related field.

• 3-4 years of professional experience, with a strong preference for a background in digital marketing, campaign management, or collections.

• Proven experience leading a team.

• Excellent analytical skills with a strong proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, advanced formulas).

• Proficiency in creating compelling presentations using PowerPoint. • Exceptional communication and interpersonal skills.