job description
Join Symbos CX as a Collections Team Leader in beautiful Bali and take the next step in your career in customer service and financial operations. In this dynamic role, you will lead, mentor, and empower a team of Collections Agents and Specialists to achieve exceptional performance while maintaining high standards of professionalism and compliance.
Based in one of Bali’s most vibrant locations—whether it’s the creative hub of Canggu, the cultural heart of Ubud, or the bustling business districts of Denpasar or Kuta—you’ll play a pivotal role in driving operational excellence. Your leadership will ensure efficient debt recovery processes, foster a positive team culture, and contribute to the company’s financial health.
This is a fantastic opportunity for a results-driven leader with a passion for team development and a track record in collections or customer service management. If you thrive in a fast-paced environment and are ready to make an impact, we’d love to hear from you!
Responsibility
- Lead, coach, and motivate a team of Collections Agents/Specialists to meet and exceed performance targets, including recovery rates and call quality metrics.
- Develop and implement effective collections strategies to minimize delinquencies and improve cash flow.
- Monitor team performance through KPIs, providing regular feedback, training, and development opportunities.
- Ensure compliance with company policies, regulatory requirements, and ethical collections practices.
- Collaborate with cross-functional teams (e.g., Customer Service, Finance) to resolve escalated accounts and improve processes.
- Prepare and present performance reports, insights, and recommendations to senior management.
- Foster a positive and productive work environment, promoting teamwork and continuous improvement.
- Handle complex or high-value accounts directly when necessary, demonstrating expertise in negotiation and conflict resolution.
Qualifications
- Minimum of 3 years of experience in collections, debt recovery, or customer service, with at least 1 year in a supervisory or team lead role.
- Proven track record of meeting or exceeding collections targets and managing team performance.
- Strong leadership, communication, and interpersonal skills to inspire and develop team members.
- In-depth knowledge of collections processes, regulations, and best practices (familiarity with Indonesian financial regulations is a plus).
- Proficiency in CRM systems, Excel, and data analysis tools to track and report on performance metrics.
- Excellent problem-solving and negotiation skills, with the ability to handle high-pressure situations.
- Fluency in English (written and verbal); additional language skills (e.g., Indonesian) are advantageous.
- Bachelor’s degree in Business, Finance, or a related field is preferred but not mandatory.