Team Leader

6 days ago

Saint Leonards, Victoria, Australia InDebted Full time
About Us
InDebted is a global company that's changing the debt collection industry for the better. Our product-led solution, driven by AI and ML, prioritizes customer experience. We're a fully remote team of over 300 people from around the world, with offices in Australia, the US, UK, Canada, and New Zealand. Our goal is to help millions of consumers resolve debt issues effectively.

Role Overview
The Team Leader plays a crucial role in supporting the daily operations of the collections team. This involves ensuring efficient processes, strong team performance, and adherence to regulations and policies. The Team Leader oversees team activities, upholds standards, and creates an inspiring and results-driven team environment. They set clear goals, delegate tasks, and manage deadlines to drive team success.

Duties and Responsibilities:
  • Support the Collections Team in supervising day-to-day team operations and implementing collection strategies.
  • Set clear team goals, delegate tasks, and manage deadlines to ensure team success.
  • Monitor team performance, report on metrics, and ensure adherence to guidelines and regulations.
  • Mentor, guide, and provide training to team members to maintain high performance standards.
  • Handle escalated cases, complex issues, and customer disputes, ensuring timely and effective resolutions.
  • Promote a collaborative and positive team environment, recognising high performance and encouraging creativity.
  • Foster professional relationships with customers while ensuring effective debt recovery.
  • Address customer complaints professionally, ensuring all activities comply with regulatory requirements.
  • Assist with hiring processes, training new team members, and overseeing quality and compliance of team work.
  • Analyse data to identify trends, suggest improvements, and promote team adherence to performance goals.
  • Generate comprehensive reports on team performance and mission-related objectives.
  • Suggest and organise team-building activities to foster collaboration and creativity.
Must Have:
  • Minimum of 2 years proven experience in a collections role as a team leader/supervisor.
  • Familiarity with debt collection laws and practices.
  • Results-driven, with a focus on achieving targets and team objectives.
  • Strong organisational skills, with the ability to manage time and priorities effectively.
  • Knowledge of performance metrics, and experience analysing data for team improvement.
  • Excellent communication and leadership skills.
  • Strong problem-solving and conflict resolution abilities.
  • Ability to build trust and foster positive relationships within the team and with customers.
  • Emotional intelligence, patience, and resilience in handling escalated matters.
  • A collaborative mindset, encouraging innovation and creativity from team members.
  • Attention to detail with the ability to see the bigger picture.
What Does Success Look Like? After 12 months, you will have:
  • Consistently helps the team meet or exceed debt revenue goals by implementing effective strategies and overseeing day-to-day operations.
  • Recognised for their strong leadership skills, having successfully mentored and developed several team members.
  • Trusted to handle escalated and complex cases with professionalism and efficiency, consistently resolving issues in a timely manner while maintaining high customer satisfaction.
  • Identifies areas where processes can be improved and suggests new strategies or technologies that increase the efficiency of collections.
  • Strong understanding of debt collection laws and ensures all activities within the team are compliant with both internal policies and external regulations.
  • Successfully fosters a high-performance culture within the team.
  • Actively contributes to building a positive team culture by encouraging collaboration, creativity, and open communication.
Our Benefits
We're a company that values our employees' well-being and offers a range of benefits to support their physical, social, and psychological health. These include flexible working arrangements, flexible paid leave, and access to our Employee Assistance Program (EAP). We also provide a budget for remote work set-ups to ensure our team members have the tools they need to be productive and successful. At InDebted, we're committed to creating a diverse and inclusive workplace where everyone feels valued and respected.

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