Customer service representative managing active and receptive calls for debt negotiation in telecommunications. Role involves providing solutions and utilizing systems for effective communication.
About the role
- Managing performance of external collection operations ensuring business strategy alignment for a financial services company. Analyzing and validating performance reports while developing new strategies.
Responsibilities
- Monitor and manage the performance of outsourced collections operations to achieve targets and expected results;
- Identify the need for capacity adjustments and implement appropriate recovery strategies for each delinquency bucket;
- Analyze performance and propose studies on market best practices, identifying needs for strategic changes;
- Analyze and validate performance reports, effectiveness of mass actions, and operational KPIs of third-party providers;
- Validate new contact cadences and present results and diagnostics on portfolio behavior;
- Oversee the scripts used by the collections operation and manage campaigns;
- Period-end closings, commissions, and conducting committee meetings;
- Monitor and plan the autodialer settings of collection partners and manage the collections funnels;
- Portfolio distribution, rotation (rejuvenation), and cleansing;
- Report project progress and develop and implement projects with partner departments and third parties;
Requirements
- Experience managing collection agencies with a results-oriented approach;
- Experience with collection policies and strategies;
- Knowledge of collections KPIs and performance metrics;
- Strong command of the Credit Recovery Funnel;
- Knowledge of collections contact cadences (dunning workflows);
- Intermediate proficiency in Microsoft Office;
- Bachelor's degree in Business Administration, Accounting, Economics, or related fields;
- Desirable knowledge of Power BI and SQL;
- Availability to travel is required.
Benefits
- Flexible benefits card (CAJU) — for food, meal, mobility, and other expenses;
- Healthcare plan;
- Dental plan (Bradesco);
- Life insurance;
- Educational support programs;
- English course — English Pass (partnership available to all DM employees);
- Wellhub for fitness and wellness activities;
- DM VISA card with pre-approved credit limit;
- Flexible working hours;
- ShortDay — early logoff so you can take time for yourself!
- Private pension plan — according to company policy;
- No dress code — what's important is that you feel comfortable;
- Day off on your birthday — a gift from DM to you!;
- PPR (Profit-Sharing / Results Participation Program);
- Private pension plan;
- For parents: childcare assistance for children up to 6 years old;
- For parents: extended maternity and paternity leave — 180 days for mothers and 20 days for fathers.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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