Job Purpose

To lead and manage a team of agents handling inbound/outbound calls and email communications, with a strong focus on driving fast and successful online payments via digital channels (e.g., payment links, portals, e-wallets), while ensuring compliance and positive customer experience.

Key Responsibilities

1. Team Leadership & Management

• Supervise and lead a team of collections agents focused on digital payment recovery.
• Coach agents on effective techniques to guide customers toward immediate online payment.
• Conduct regular performance reviews, daily huddles, and real-time support.
• Build a high-performance culture focused on speed of collection and digital adoption.

2. Digital Collections Execution

• Drive collection activities through:
• Inbound/outbound calls
• Emails and digital communications
• Ensure agents actively promote and assist customers in using online payment methods (e.g., payment links, QR codes, payment portals).
• Maximize same-day / immediate payment conversion.
• Monitor follow-ups on unpaid invoices to accelerate cash flow.

3. Performance Management

• Manage and track KPIs such as:
• Online payment conversion rate
• Same-day collection rate
• Promise-to-pay (PTP) vs actual payment
• Email response effectiveness
• Identify opportunities to improve digital payment success rates.
• Implement action plans to close performance gaps.

4. Customer Engagement & Payment Facilitation

• Ensure agents clearly explain how to complete online payments step-by-step.
• Support handling of customer objections related to digital payments (e.g., trust, access, technical issues).
• Handle escalations and negotiate payment solutions when needed.
• Ensure a balance between firm collections approach and customer experience.

5. Quality Assurance & Compliance

• Ensure all interactions comply with regulatory and company policies.
• Monitor calls and email communications to ensure:
• Clear instructions for online payment
• Professional tone
• Compliance with collection practices
• Provide feedback and targeted coaching.

6. Process & Digital Optimization

• Identify gaps in digital payment processes (e.g., broken links, user experience issues).
• Work with internal teams (IT, Finance, Product) to improve:
• Payment link usability
• Customer journey for online payments
• Promote automation and digital tools to reduce manual follow-ups.

7. Reporting & Insights

• Prepare reports on:
• Digital payment adoption
• Conversion rates
• Collection efficiency
• Analyze customer behavior to identify barriers to online payment.
• Recommend strategies to improve straight-through digital collections.

Skills & Competencies

• Strong leadership and coaching ability
• Excellent negotiation and influencing skills
• Strong focus on driving immediate online payments
• Good understanding of digital payment methods and customer behavior
• Analytical mindset with KPI-driven approach
• Ability to handle escalations and challenging conversations
• Familiarity with CRM systems, dialers, and payment platforms

Key KPIs

• Online payment conversion rate
• Same-day / immediate payment rate
• Collection recovery rate
• Agent productivity and utilization
• Quality and compliance scores