Team Leader

**About Us**

InDebted is changing the world of consumer debt collection for good. We’ve disrupted the traditional debt collection industry by providing businesses with a better way to support overdue customers to get back on track. Our solution is product-led, driven by AI and ML, and places customer experience at the core.

We’re fully remote, with a team of over 300 people living and working all around the world. Founded in Australia, we’ve since expanded into the United States, United Kingdom, Canada, and New Zealand. We’ve doubled our revenue year over year, with significant growth on the horizon. Now is an incredible time to join the team as we continue on our mission to help millions of consumers resolve debt, better.

**Role Overview**

The Team Leader supports and assists in the daily operations of the collections team, ensuring efficient processes, strong team performance, and adherence to regulations and policies.

This role steps in to oversee team activities and uphold standards. The role is responsible for creating an inspiring and results-driven team environment, setting clear goals, and motivating the team to achieve targets.

**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.
- 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 (ASIC and others).
- 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**

Recognised by the AFR as Australia's Best Place to Work in 2022, the benefits of life at InDebted include:
**Flexible working** - We’re a global, fully remote team passionate about making work, work for you

**Flexible paid leave** - Our trust-based leave model enables you to choose when you take leave, how much you take, and what you take it for

**Uprise**:

- Our EAP Provider supports your physical, social & psychological wellbeing

**Remote work set-up** - Budget of AUD $750 (or local equivalent) to help you create a working environment that supports your productivity

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At InDebted, we respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bri