Customer Experience and Collections Leader
Há 3 dias
About the Role
We are seeking a senior professional to lead our customer experience and collections team in Latin America's financial services sector.
This role requires a combination of analytical, leadership skills, and strong program management expertise to drive excellence in customer support, collections operations, and partner management.
Key Responsibilities:
- Strategic Customer Experience & Collections Management
- Partner and Operations Management
- Program Management, Process Optimization & Analysis
The ideal candidate will have a proven track record of managing complex programs, developing strategic plans, and driving process improvements.
Responsibilities Include:
- Developing and implementing customer support and collections policies, procedures, and recovery strategies
- Real-time management of customer-impacting issues, including crisis management and escalations
- Overseeing collections performance, including portfolio management and recovery rates
- Supporting partner selection and onboarding, establishing operational frameworks, SLAs, and incident management processes
- Defining, monitoring, and analyzing customer support, collections, and experience processes and metrics (CSAT, FCR, AHT, CPU, Recovery Rates) to identify improvement opportunities
- Leadership in implementing new customer support products, initiatives, and process improvements
What We Offer:
- A dynamic work environment with opportunities for growth and development
- A competitive salary and benefits package
- The chance to work with a talented team of professionals
About Us:
- We are a leading organization in the financial services sector
- We are committed to delivering exceptional customer experiences
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