- Writing skills
- Communication skills
- Customer service
- Conflict management
Tala is a global technology company building the world’s most accessible financial services. With more than $350 million raised from visionary investors, we are serving millions of customers around the world who have been overlooked by traditional financial institutions – and our plan is to serve millions more, and have been named by the Fortune Impact 20 list, CNBC’s Disruptor 50, and Forbes’ Fintech 50 list for four years running. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about the mission.
By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, more than 7 million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.
Most Talazens join us because they connect with our mission of enabling financial agency for underbanked people around the world. If you are energized by the impact you can make at Tala, we’d love to hear from you!
Tala, seeks a Collections Team Lead to engage in consumer collections of overdue accounts. Primary responsibility will be monitoring, motivating, and training the Philippines Tala Collections Team to ensure KPIs are met monthly.
The position’s purpose is ensuring an excellent standard of caring service, maintaining customer relationships, and emphasizing Tala’s brand of modern and convenient customer-centric service to the in-house Collections Team.
What you’ll do:
Own KPIs and work with team towards achieving them each day/month/year:
Monitor early and Late Stage Cure and Liquidation, to ensure team performance meets expected business targets.
Manage team productivity including but not limited to Contact, Promise to Pay, Kept Promise to Pay Rates and amount collected & cured
Manage incentive, rewards and overtime tracking.
Manage daily/weekly/monthly allocation of accounts to agents, daily collection reports and shift planning.
Monitor collection trends/recommendations to be shared with the collections manager.
Daily/Weekly/monthly reporting of agent performance.
Coaching, mentoring, motivating and performance management for collections team members.
Reporting of KPIs and key themes on a daily/ weekly/ monthly basis.
Managing of Non-Payment Reason Reporting. Make sure these issues are understood and elevated to the collections manager.
Identify and collaborate on process, cost effectiveness improvement opportunities
What you need:
Expertise and focus on empathy, trust, and speed of customer service issues.
Demonstrates leadership qualities such as: humility, service, efficiency, management, proactiveness, goal driven, team motivation, and communication.
Demonstrates expertise on Autodialer, Zendesk, admin, and/or other customer service processes & systems.
Clear understanding of collections call model and key result indicators.
Experience in training team members on systems and processes.
Strong decision-making and conflict resolution skills.
Ability to communicate clearly and professionally verbally and in writing.
Maintains a positive attitude. Can rally team even in times of adversity and challenges.
Able to create and analyze reports and projects
Skills & Qualifications:
Graduate of any 4 year course
Five (5) years B2C collections experience and at least 2 years experience as a Team Lead l.
High level of financial literacy
Experience with multiple types of formal and informal credit products
Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.