Customer Service Specialist providing debt negotiation for telecom products and services. Offering solutions via active/receptive voice support in São Caetano do Sul, Brazil.
About the role
- Collections Supervisor overseeing delinquency team operations for Concord Servicing. Focused on staff training, performance evaluation, and client relationship management in a hybrid environment.
Responsibilities
- Overseeing all collection activities and ensuring optimal performance of the 1-90-day delinquency team.
- Supervising and training staff, reviewing contracts, and coaching team members to enhance collection effectiveness.
- Conducting interviews, managing performance reviews, addressing complaints, and removing operational roadblocks to support team success.
- Providing guidance and recommendations on accelerated collection efforts when necessary.
- Managing the delinquency portfolio by building and updating reports, and leading delinquency calls directly with clients to drive resolution and recovery.
Requirements
- Supervision of a team of 9-15 employees
- Conduct 1:1 meetings with team members on a weekly/bi-weekly basis
- Performance reviews and disciplinary warnings (write-ups) offering constructive feedback
- Motivate the team by keeping them updated on KPI successes as well as items that need attention
- Maintain employee schedules, track vacation time, and schedule to ensure adequate coverage
- Accountable for the results of all collection activities within the 1-90-day delinquency team. Ensure the team consistently meets or exceeds performance expectations
- Trains and coaches team members to enhance collection techniques and overall performance. Conducts call audits and contract reviews to guide effective collection strategies
- Leads interviews, conducts performance evaluations, and addresses employee concerns. Fosters a productive and compliant work environment
- Client Relationship Management: Acts as the primary liaison for Client-related collection issues and escalations. Leads client-facing delinquency calls and manages related reporting
- Strategic Collection Oversight: Recommends and implements accelerated collection efforts when necessary. Oversees delinquency reporting and ensures timely follow-up actions
- Monitors team metrics using Power BI and internal tools. Ensures adherence to internal policies and regulatory requirements
- Limited need for travel, possible travel to SBLF, and some conferences
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short-Term & Long-Term Disability
- Wellness Resources
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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