Team Leader - UK Financial Collections (Centris, QC)

About this role

Work Setup: Onsite
Location: Centris, QC
Schedule: Shifting, UK time

Qualifications:

• At least 2 years in college (No back subjects)

• Minimum of 2 years of work experience in banking operations and Team Handling UK/US

• 2 to 4 years Team Lead experience under a financial (banking) account, with focus on Mortgage, Fraud, Underwriting, Reconciliation, AML, KYC, Loan origination or related areas.

• Sound Knowledge about banking domain and understanding of the process and bucket flows

• Experience in collections team management and familiar with the data and reports pertaining to collections

• Understanding of banking terminologies, guidelines and laws.

• Excellent oral and written communication and listening skills

Responsibilities:

• Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables

• Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.

• Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues

• Works with management and team members to proactively identify, manage, and escalate risks which may impact the business

• Monitors interactions to ensure that team members are giving accurate information and following approved practices

• Coaches and develops a positive and productive work environment and builds relationships with business partners.

• Utilizes reporting for business metrics to guide team member coaching and performance management.

• Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level

• Ensures capabilities and knowledge of team members keeps pace with customer expectations.

• Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.

• May perform budgetary analysis, reports or special project work as requested by business partners and senior management.

• Delivers what is promised in line with customer expectations

• Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities

• Must possess procedure driven judgment in order to find the best solution to an issue.

• Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.

• Should take escalation calls as needed/required.