Collections Team Lead at Enova mentoring contact center representatives for successful customer experiences. Collaborating with management for team efficiency and effectiveness in a hybrid work environment.
About the role
- Debt Collection Consultant managing client accounts for Creditas. Engaging clients to understand and resolve payment issues while providing excellent service.
Responsibilities
- Manage the first-phase collections portfolio, carrying out direct collections with Creditas Home product customers;
- Perform collections for portfolio customers, seeking to understand the reasons for late payments and proposing effective solutions to reduce delinquency;
- Communicate in a personalized, empathetic, consultative, informative, and comprehensive manner with customers, aiming to provide the best possible experience during the collection process;
- Provide support and clarify customer questions about the product and the process via email, phone (auto-dialer), chat, and WhatsApp.
Requirements
- High school diploma (completed);
- Proven professional experience in Collections and in the customer journey;
- Proven experience handling high-volume processes and demands;
- Familiarity with multiple channels (auto-dialer, email, and chat);
- Excellent written and verbal Portuguese;
- Organized and detail-oriented;
- Agility, resilience, and ability to work under pressure;
- Analytical mindset and a continuous improvement approach to processes;
- Quick, proactive problem-solving skills;
- Availability for hybrid work: required to attend our office in the Morumbi area, São Paulo, once a month for 4 consecutive days, usually in the last or first week of the month (Creditas in Person).
Benefits
- Health plan (Alice)
- Dental plan (SulAmérica)
- Wellz: 100% free therapy sessions
- Wellhub: access to gyms and studios
- Creditas Endurance: incentive program for high-impact sports
- Pharmacy partnership (Univers)
- Life insurance (Porto Seguro)
- Birthday day off
- Extended parental leave: 6 months for birthing parents and 35 days for non-birthing parents
- Family Care: support program for maternity and paternity
- Childcare allowance
- Allowance for dependents with disabilities (PWDs)
- SESC: access to SESC facilities for you and your dependents
- Meal Allowance (VR): flexible benefits card (Creditas Card)
- Payroll-deductible loans (Creditas Benefits)
- Salary advance (Creditas Benefits)
- Insurance discounts (Minuto Seguros)
- Access to exclusive financial education content in the Creditas app
- PPR: profit-sharing program
- Educational and development incentives
- Flexible work model
- Free bike parking at the office
- Partnered parking at the office (subject to internal availability)
Job title
Job type
Experience level
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Not specified
Degree requirement
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