Team Leader Desk Collection

Primary Job Role :

The Desk Collection Leader will be responsible for leading a team of Desk Collection Agents to ensure maximum recoveries and productivity. They will oversee the day-to-day operations of the desk collection team and be responsible for achieving the company's collection goals.

Job Description :

1. Supervise and lead a team of Desk Collection Agents to ensure timely and efficient debt recovery
2. Train and develop the desk collection team to ensure they are equipped with the necessary skills and knowledge to perform their job effectively
3. Monitor the team's performance and conduct regular performance reviews to identify areas for improvement and provide feedback
4. Analyze collection reports and make recommendations to improve collection strategies and processes
5. Ensure compliance with company policies, procedures, and regulations related to debt collection
6. Manage and resolve escalated customer complaints and disputes
7. Collaborate with other departments to identify and implement process improvements
8. Conduct regular team meetings to communicate goals, expectations, and updates
9. Maintain accurate records and provide regular reports to management on collection activities and results

Job Qualifications :

1. Bachelor's degree in business administration, finance, or related field
2. Minimum of 5 years of experience in debt collection, with at least 2 years in a leadership role
3. Strong leadership and people management skills, with the ability to motivate and develop a team
4. Excellent communication and interpersonal skills, with the ability to resolve conflicts and build strong relationships with customers and team members
5. Strong analytical skills and attention to detail
6. Knowledge of debt collection laws, regulations, and best practices
7. Proficient in Microsoft Office, particularly Excel and PowerPoint
8. Ability to work under pressure and meet tight deadlines
9. Self-motivated and able to work independently

Key Performance Indicators :

1. Achieving monthly and quarterly collection targets
2. Maintaining high team productivity and efficiency
3. Timely and accurate reporting of collection activities and results
4. Maintaining compliance with company policies, procedures, and regulations related to debt collection
5. High customer satisfaction ratings and resolution of customer complaints and disputes within established timeframes.