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 Team Leader at Plenti overseeing customer-focused arrears management and leading a team of Collections Specialists. Driving efficient and compliant processes in the dynamic fintech sector.
Responsibilities
- Lead, coach, and support a team of Collections Specialists to deliver consistent, high-quality outcomes
- Manage daily workflows, scheduling, task allocation, and queue management
- Monitor team and individual performance, conduct regular one-on-ones, and address performance challenges
- Ensure accurate documentation, payment arrangements, and effective recovery actions
- Act as the main escalation point for complex or sensitive accounts
- Provide guidance on case strategies, hardship management, and referrals to external recovery partners
- Collaborate with Legal and Compliance teams on high-risk or complex matters
- Identify opportunities to improve collections processes, efficiency, and customer outcomes
- Support system enhancement and automation initiatives
- Ensure compliance with NCCP, Privacy, AML/KYC, and ASIC regulations
- Build team capability through ongoing training and regulatory awareness
- Conduct quality assurance checks and support remediation activities
- Collaborate with Hardship, Credit, Customer Support, Legal, and external partners
Requirements
- 3+ years’ experience in collections, including 1+ year in a leadership or senior role
- Strong knowledge of collections, credit risk, and financial services regulations
- Proven ability to coach and lead teams effectively
- Experience handling complex arrears, hardship, and recovery cases
- Proficiency in collections systems and CRM platforms
- Strong communication, problem-solving, and organisational skills
Benefits
- flexible working and volunteer and study leave to develop your skills
- monthly social events
- office snacks
- company Townhalls
- D&I initiatives and events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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