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
We are seeking a motivated and detail-oriented Assistant Collections Manager to support our credit card collections team. In this role, you will assist in overseeing collection operations, ensuring compliance with regulations, and driving team performance to effectively manage delinquent accounts and enhance customer relationships.
Key Responsibilities:
- Support Collections Operations:
- Assist the Collections Manager in developing and implementing strategies to optimize credit card collections processes.
- Monitor daily operations and ensure team adherence to policies and procedures related to credit card debt collections.
- Team Leadership:
- Provide guidance and support to collection agents, fostering a collaborative and high-performance work environment.
- Conduct regular training sessions and provide ongoing coaching to enhance team skills in credit card collections.
- Performance Monitoring:
- Analyze collection metrics and reports to identify trends, set performance targets, and develop action plans to improve team performance.
- Conduct quality assurance reviews of collection calls and customer interactions, providing constructive feedback to team members.
- Customer Relationship Management:
- Assist in handling escalated customer inquiries and complaints related to credit card accounts, ensuring prompt and effective resolution.
- Support initiatives to improve customer engagement and satisfaction during the collections process.
- Compliance and Reporting:
- Ensure compliance with federal and state regulations, including the Fair Debt Collection Practices Act (FDCPA).
- Prepare and present regular reports on collection activities, team performance, and credit card delinquency trends to management.
- Collaboration:
- Collaborate with cross-functional teams, including customer service, legal, and operations, to streamline processes and enhance overall collections strategy.
- Contribute to the development of training materials and standard operating procedures specific to credit card collections.
Qualifications:
- 3+ years of proven 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.
