FatakPay | Collections Team Lead | mumbai

5 days ago


Mumbai, India FatakPay Full time
Job Description: Team Leader – Debt Collection AgentsLocation: Marol, Andheri East, MumbaiExperience: Minimum 3 years in Debt Collection, with at least 1 year in a supervisory/team leader roleEducation: Graduate in any disciplineAdditional Certification: DRA Certificate compulsory

Key Responsibilities:1. Team Management:o Supervise, guide, and mentor a team of debt collection agents.o Assign daily tasks, targets, and accounts to team members.o Monitor performance and ensure agents meet or exceed collection targets.

2. Performance Monitoring:o Track and analyze agent productivity, connect rates, and recovery performance.o Conduct regular one-on-one and team meetings to review progress and provide feedback.

3. Customer Interaction Oversight:o Handle escalated customer interactions and disputes professionally.o Ensure agents adhere to compliance, quality, and ethical standards during communication.

4. Training & Development:o Provide training on negotiation skills, CRM usage, and debt collection best practices.o Keep the team updated on product changes, collection strategies, and regulatory requirements.

5. Reporting:o Generate and present daily, weekly, and monthly performance reports to the management.o Maintain records of delinquent accounts and follow-ups through CRM tools.

6. Collaboration:o Work closely with the legal, compliance, and field teams to resolve complex cases.o Coordinate with other departments for payment reconciliations and customer queries.

Key Skills and Requirements:•

Experience : Minimum 3 years in debt collection, with at least 1 year in a team leader or supervisory role.•

Education:

Graduate in any discipline.•

Technical Skills:o Proficient in Excel for reporting and analysis.o Strong knowledge of CRM systems and dialer management.• L eadership Skills:o Ability to inspire, motivate, and lead a team to achieve targets.o Excellent decision-making and problem-solving capabilities.•

Communication Skills:o Fluent in English and regional languages.o Strong negotiation and interpersonal skills.



Certification:

DRA Certificate is compulsory



Work Ethic:

Highly organized, target-driven, and focused on continuous improvement.

Job Perks:• Competitive salary with performance incentives.• Leadership opportunities in a growing fintech company.• Ongoing training and development programs.

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