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
- Team Leader overseeing arrears and collections strategies as Zego enters the lending market. Collaborating with cross-functional teams to optimize operational efficiency and enhance customer outcomes.
Responsibilities
- Support with the design and implementation Zego’s arrears and recoveries strategy, covering early intervention, late-stage collections, and recoveries.
- Own day-to-day performance across arrears and recoveries outcomes.
- Develop and maintain collections procedures, and playbooks, aligned with FCA regulation and Treating Customers Fairly (TCF).
- Introduce clear segmentation and treatment strategies to improve customer engagement and outcomes.
- Identify inefficiencies and lead continuous improvement initiatives to reduce arrears and improve resolution times.
- Partner with Product and Tech to help shape systems, tooling, and automation to support recovery operations.
- Use MI and data insights to track performance, identify trends, and inform decision-making.
- Build, lead, and develop a high-performing arrears and recoveries team.
- Set clear goals, KPIs, and quality standards, ensuring accountability and strong performance management.
- Design and deliver training programmes, coaching plans, and onboarding for new joiners.
- Act as the subject matter expert for arrears and recoveries across the business.
- Provide insights and recommendations to senior leadership on credit performance, risks, and improvement opportunities.
Requirements
- Proven experience in arrears, recoveries, or credit operations, ideally within consumer lending, premium finance, or financial services.
- Strong people management experience, including coaching, performance management, and team development.
- Experience setting up or improving collections and recovery processes in a growing or changing environment.
- Solid understanding of credit risk, arrears management, and regulatory requirements (FCA, TCF, GDPR).
- Ability to balance commercial outcomes with fair customer treatment.
- Confident stakeholder manager, able to influence across teams and seniority levels.
- Professional qualifications (e.g. CICM) or equivalent hands-on experience are valued.
- Compliance training (KYC, AML, GDPR, TCF) is highly desirable.
Benefits
- market-competitive salary
- private medical insurance
- company share options
- generous holiday allowance
- wellbeing benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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