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Debt Collection Team Lead

1 month ago


Delhi, Delhi, India FatakPay Full time
About the Role

We are seeking a highly skilled Debt Collection Team Lead to join our team at FatakPay. In this role, you will be responsible for overseeing a team of debt collection agents and ensuring they meet or exceed collection targets.

The ideal candidate will have a minimum of 3 years' experience in debt collection, with at least 1 year in a supervisory or team leader role. A graduate degree in any discipline is required, and a DRA Certificate is compulsory.

Key Responsibilities:
  • Team Management:
    • Supervise, guide, and mentor a team of debt collection agents.
    • Assign daily tasks, targets, and accounts to team members.
    • Monitor performance and ensure agents meet or exceed collection targets.
  • Performance Monitoring:
    • Track and analyze agent productivity, connect rates, and recovery performance.
    • Conduct regular one-on-one and team meetings to review progress and provide feedback.
  • Customer Interaction Oversight:
    • Handle escalated customer interactions and disputes professionally.
    • Ensure agents adhere to compliance, quality, and ethical standards during communication.
  • Training & Development:
    • Provide training on negotiation skills, CRM usage, and debt collection best practices.
    • Keep the team updated on product changes, collection strategies, and regulatory requirements.
  • Reporting:
    • Generate and present daily, weekly, and monthly performance reports to the management.
    • Maintain records of delinquent accounts and follow-ups through CRM tools.
  • Collaboration:
    • Work closely with the legal, compliance, and field teams to resolve complex cases.
    • Coordinate with other departments for payment reconciliations and customer queries.
Required Skills and Qualifications:
  • Minimum 3 years' experience in debt collection, with at least 1 year in a team leader or supervisory role.
  • Graduate degree in any discipline.
  • Proficient in Excel for reporting and analysis.
  • Strong knowledge of CRM systems and dialer management.
  • Able to inspire, motivate, and lead a team to achieve targets.
  • Excellent decision-making and problem-solving capabilities.
  • Fluent in English and regional languages.
  • DRA Certificate is compulsory.
Benefits:
  • Competitive salary with performance incentives.
  • Leadership opportunities in a growing fintech company.
  • Ongoing training and development programs.