Collections Team Leader

📋 Description

• • As a Collections Team Leader at Capital on Tap, you will be instrumental in guiding and empowering a dedicated team of up to eight agents to achieve exceptional customer outcomes and deliver outstanding service. Your leadership will be crucial in fostering an environment where fairness, efficiency, and customer satisfaction are paramount.
• • You will be responsible for the comprehensive coaching, development, and motivation of your team members, ensuring they have the skills and support to excel in their roles. This includes conducting regular one-on-one meetings, providing targeted coaching sessions, and leading engaging team meetings to foster a high-performance culture and boost overall engagement.
• • A key aspect of your role will involve meticulously managing team performance against Service Level Agreements (SLAs) and other critical metrics. You will drive efficiency across both voice and digital communication channels, ensuring that every customer interaction is of the highest quality and that first contact resolution is consistently achieved.
• • You will serve as the primary escalation point for complex customer issues, leveraging your expertise to resolve challenging situations effectively and empathetically. This requires a deep understanding of collections processes and a commitment to finding fair solutions for all parties involved.
• • Ensuring strict adherence to departmental processes, industry best practices, and all relevant regulatory requirements is a core responsibility. This includes a strong focus on compliance with Consumer Duty and Financial Conduct Authority (FCA) guidance, with a particular emphasis on the sensitive handling of vulnerable customers.
• • You will proactively build and maintain robust relationships with key stakeholders across the business, collaborating to identify and remove any barriers that might impede team success or hinder operational efficiency.
• • Your role will involve overseeing collections for both UK and US portfolios, requiring an understanding of diverse regulatory landscapes and customer bases. Experience with credit card or SME lending portfolios is highly desirable, as it aligns with Capital on Tap's core business.
• • You will be tasked with managing high volumes of customer interactions and complex cases, demonstrating a keen ability to navigate challenging scenarios with professionalism and a proactive problem-solving approach.
• • The position demands a strong analytical mindset, enabling you to interpret performance data, identify trends, and implement data-driven strategies for continuous improvement.
• • You will champion a culture of continuous learning and development within your team, encouraging professional growth and ensuring that agents are equipped with the latest knowledge and skills to navigate the evolving financial services landscape.
• • Your leadership will directly contribute to Capital on Tap's mission of making small business owners' lives easier by providing a credit card and spend management platform that saves them time and money. By ensuring efficient and fair collections, you help maintain the financial health of the company and support its growth objectives.
• • You will be an integral part of a dynamic and fast-growing fintech company, contributing to a culture that values speed, innovation, and a collaborative 'buddy' system where team members support each other.
• • The role offers a hybrid working model, with an initial 12-week period in the office for onboarding, followed by a blend of office-based and remote work, providing flexibility while maintaining team cohesion and operational effectiveness.
• • You will be a key player in upholding the company's values, including 'Just Pilot' (innovating and scaling quickly), 'Why Not Today?' (prioritizing speed and simplicity), 'Be a Buddy' (supporting colleagues), 'Owners and Dates' (accountability), and 'Feedback' (continuous improvement).
• • This position is an excellent opportunity for an experienced leader to make a significant impact within a rapidly expanding organization, shaping the future of collections operations and contributing to the success of thousands of small businesses worldwide.