Digital Collections
3 weeks ago
Job Description
Job Title: Digital Collections Team Leader (TL) Department: Collections / Digital Strategy Reports to: Digital Collections Manager / Assistant Manager Experience: 3-4 years in a relevant field, with a strong preference for experience in digital collections or digital marketing/campaign management.
Job Summary: The Digital Collections Team Leader is responsible for managing and motivating a team of digital collections specialists to achieve performance targets. This role involves developing and executing digital collections strategies, analyzing campaign performance, and ensuring a positive customer experience. The ideal candidate will have a strong understanding of digital marketing channels, excellent analytical skills, and a proven ability to lead a team. While direct collections experience is a plus, candidates with a strong background in digital campaign management and client handling are highly encouraged to apply.
Key Responsibilities:
Team Leadership & Management:
o Lead, mentor, and coach a team of digital collections agents to meet and exceed key performance indicators (KPIs).
o Conduct regular performance reviews and provide constructive feedback.
o Foster a positive and high-performance work environment.
o Monitor team performance, ensuring adherence to quality standards and compliance protocols.
Digital Collections Strategy & Execution:
o Develop and implement effective digital collections campaigns across various channels such as email, SMS, social media, and chat.
o Analyze campaign data to identify trends, optimize strategies, and improve recovery rates.
o Utilize data analytics to segment customer portfolios and tailor communication strategies.
o Collaborate with the analytics team to build and refine digital collections models.
Data Analysis & Reporting:
o Demonstrate strong proficiency in Microsoft Excel to track team performance, analyze campaign results, and create comprehensive reports.
o Prepare and present regular performance reports using PowerPoint for senior management and clients.
o Analyze data to identify opportunities for process improvements and strategic enhancements.
Client & Stakeholder Management:
o Serve as a key point of contact for clients, handling inquiries and providing regular updates on collection performance.
o Build and maintain strong relationships with internal and external stakeholders.
o Present performance insights and strategic recommendations to clients in a clear and compelling manner.
Process Improvement & Compliance:
o Identify and implement process efficiencies to streamline digital collections operations.
o Ensure all collections activities comply with regulatory requirements and company policies.
o Stay updated with industry trends and best practices in digital collections and customer engagement.
Required Skills and Qualifications:
Bachelor&aposs degree in Business, Marketing, Finance, or a related field.
3-4 years of professional experience, with a strong preference for a background in digital marketing, campaign management, or collections.
Proven experience leading a team.
Excellent analytical skills with a strong proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, advanced formulas).
Proficiency in creating compelling presentations using PowerPoint. Exceptional communication and interpersonal skills.
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