Team Leader

3 weeks ago

Southbank, Australia Symmetry Human Resources Group Pty Ltd Full time

Job Title: Debt Collection Team Leader Company Overview:
Our Client is a respected leader in the debt collection industry, specializing in handling deceased estates with empathy and professionalism. We are committed to providing exceptional customer service while ensuring compliance with regulatory standards. As we continue to expand our operations, we are seeking a skilled Debt Collection Team Leader to join our team and lead our dedicated team of agents in delivering high-quality service and achieving key performance indicators (KPIs).

Position Overview:
As the Debt Collection Team Leader for deceased estates, you will play a crucial role in managing a team of collectors responsible for handling sensitive cases with compassion and respect. You will be responsible for overseeing day-to-day operations, managing escalated calls, and promoting a customer-centric approach to debt collection. Your leadership will be instrumental in driving performance, maintaining quality standards, and achieving KPIs related to collections, customer service, and compliance.

Responsibilities:

  • Lead, mentor, and coach a team of debt collection agents to ensure high performance, productivity, and adherence to company policies and procedures.
  • Handle escalated calls and complex cases with professionalism, empathy, and a focus on achieving positive outcomes for both clients and customers.
  • Develop and implement strategies to improve customer service, quality of calls, and overall customer experience.
  • Monitor team performance against KPIs, analyze data, and provide regular feedback and performance reviews to team members.
  • Identify training needs and coordinate training programs to enhance the skills and knowledge of team members.
  • Collaborate with other departments, such as compliance and operations, to ensure alignment and consistency in processes and procedures.
  • Stay updated on industry trends, regulatory requirements, and best practices in debt collection and deceased estates.

Requirements:

  • Proven experience in debt collection, with at least 5 years of experience in a leadership or supervisory role.
  • Strong understanding of deceased estates and related legal and regulatory requirements.
  • Excellent communication, negotiation, and problem-solving skills.
  • Ability to handle sensitive and emotional situations with empathy and professionalism.
  • Demonstrated leadership ability, with a track record of motivating and inspiring team members to achieve goals.
  • Proficiency in using debt collection software and Microsoft Office Suite.
  • Knowledge of relevant laws and regulations, such as the Fair Debt Collection Practices Act (FDCPA), is a plus.

Benefits:

Competitive salary and performance-based incentives.
Opportunities for career advancement and professional development.
Supportive and inclusive work environment that values teamwork, integrity, and continuous improvement.

How to Apply:
If you are a motivated and compassionate leader with a passion for debt collection and customer service, we encourage you to apply for this rewarding opportunity. Please submit your resume and a cover letter highlighting your relevant experience and why you are the ideal candidate for this position. We look forward to hearing from you

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