Offer summary

Qualifications:

Bachelor's Degree in Economics, Administration, Law, or related fields (Incomplete/In progress)., Experience in leading work teams in collection management or customer service environments., Proficiency in Microsoft Office suite and databases, particularly Intermediate Excel., Strong negotiation, persuasion, and objection handling skills..

Key responsabilities:

Assignment to external agency contracts and sending mass communications to collection contracts.

Monitoring predictive dialing campaigns and analyzing participation in each campaign.

Creating performance monitoring files and providing quality feedback on team calls.

Handling calls and negotiating with internal and external clients while ensuring compliance with internal control processes.

Job description

Job Description

A floater is a versatile and adaptable employee who is not assigned to a fixed position within an organization. Instead of having a specific role, a floater moves between different departments or areas according to the needs of the company.

Responsibilities

Floater Direct Responsibilities:

Assignment to external agency contracts.
Sending mass SMS messages to collection contracts.
Sending mass emails to collection contracts.
Removal of automatic charges and changes to payment due dates.
Portfolio cleansing for contracts with payments or clarifications.
Raising payment rejection tickets for clarifications, reversals, or other claims.
Mass interest waivers for collection contracts.
Validation of contracts in Skip proposals.
Write-offs of minor balances.

Support to Team Leaders:

Downloading databases and daily information considering the analysis of contract and agent volume, based on the BCU Report, List 6, Net Flows, and KPIs with daily, weekly, and monthly frequency.
Monitoring predictive dialing campaigns, managed lists, special lists, second-round campaigns, number of attempts, analyzing participation in each campaign.
Creating files for performance monitoring, service level, and daily operation (KPIs).
Constant communication with the CNADT, Debt Manager, Financial Solutions LP, Customer Service, BOSS, and other areas.
Team management and coaching, supporting the team on operational and personal issues.
Approval of waivers, promises, payment applications, among others.
Live and/or recorded monitoring of inbound and outbound team calls, with customer service measurements accompanied by quality feedback, Balanced Score Card performance.
Monitoring and timely detection of FPD (First Payment Default) and SPD (Subsequent Payment Default) contracts, high-risk contracts, by volume or amounts.
Monitoring team connection and progress in systems (Harmony, Cisco Finesse, Debt Manager, and Verint).
Creating connection reports and campaign progress reports.
Providing quality and performance feedback (daily, monthly, quarterly, semi-annually, and annually).
Creating files for portfolio externalization, as well as assigning it within the Debt Manager system.
Handling calls and negotiating with internal and external clients.
Developing action plans in case of system failures or other events that affect the continuity of operations.
Ensuring compliance with internal control processes (DRG, MCRP, AFR, procedure updates).
Coaching executives in real-time and/or addressing incidents, work plans, and improvement plans.

Qualifications

Knowledge:

Bachelor's Degree in Economics-Administration, Law, or related fields (Incomplete/In progress).
Experience in leading work teams, whether in collection management or customer service environments.
Knowledge and proficiency in Microsoft Office suite and databases (Intermediate Excel).
Data analysis and report preparation skills.
Negotiation, persuasion, and objection handling skills.
Coordination, administration, and supervision of work teams.
Leadership and team development focused on achieving objectives.
Analytical and decision-making skills. Ethics and integrity.
Tolerance for frustration and ability to work under pressure.
Knowledge of English language (intermediate level, written and spoken).

Competencies: