About Us:
DPDzero is a fintech startup dedicated to extending formal credit access to the next billion individuals in India. Our platform leverages machine learning and a customer-first approach to transform the lending industry. By prioritising compliance, data-driven decision-making, and a culture of experimentation, we aim to maximise value for lenders while delivering an unparalleled customer experience. We are on a mission to revolutionise the financial landscape and empower individuals with greater financial opportunities
Customers:
At DPDzero, we work with a diverse range of ambitious lenders, both established players and emerging disruptors, who are reshaping the credit ecosystem in India. Some of our esteemed customers include Cashe, Ring, Axio, Jai-kissan, Liquiloans, Snapmint, Kanakadurga Finance, Padmasai Finance, and many more.
Our Approach:
We partner with our lenders by taking charge of their collections portfolio, allowing them to focus on customer acquisition while we ensure efficient recovery from their customers. Our technology-driven platform leverages machine learning algorithms to optimise collections strategies and drive maximum recovery rates.
Job Description
Key Responsibilities:
- Lead, mentor, and coach a team of telecallers focused on credit card debt collections to ensure they meet performance targets and deliver outstanding customer interactions.
- Develop and implement strategies to enhance the team’s productivity, efficiency, and overall collections performance specifically related to credit card accounts.
- Monitor team members’ calls for quality assurance, providing constructive feedback and training to address credit card-specific collection challenges.
- Set clear performance goals for individual team members, conducting regular performance reviews to assess their effectiveness in handling credit card debt collections.
- Collaborate with other teams, including collections operations, customer support, and operations, to ensure seamless customer experiences for credit card holders.
- Analyze call center data related to credit card debt collections to identify trends, areas for improvement, and opportunities for process optimization.
- Handle escalated customer inquiries or complaints related to credit card debt collections, resolving issues promptly and effectively.
- Develop training materials and conduct training sessions for new telecallers focused on credit card debt collections, ensuring they are well-equipped to deliver exceptional service.
- Maintain up-to-date knowledge of DPDzero’s credit card collections strategies, services, and processes to assist team members and customers effectively.
Qualifications:
- 3+ years of experience as a Team Lead in a debt collections and recovery environment, with a strong focus on credit card accounts.
- Prior experience as a telecaller or in a similar customer service role, specifically emphasizing debt collections related to credit cards.
- Excellent verbal and written communication skills.
- Strong leadership and coaching abilities, with a track record of motivating and managing teams in a credit card collections context.
- Ability to analyze data related to credit card debt collections and generate actionable insights to improve team performance.
- Customer-focused mindset and commitment to delivering exceptional service in the collections context.
- Problem-solving skills and the ability to handle challenging customer situations related to credit card debt collections.
- Proficiency in using call center software and tools.
- Flexibility to work in shifts as required by the debt collections operations.
Preferred Skills:
- Certification or training in call centre management or customer service
- Familiarity with fintech products or services, particularly in the debt collections domain
- Multilingual abilities
What we offer:
- A smart, talented and agile team: A group of ambitious, driven and fun individuals building together a future in Fintech technology.
- Compensation & Benefits: Competitive salary and insurance benefits.
- Growth & Experience: The ability to grow and excel with a fast growing and thriving company.
