Credit & Collections Team Lead (Montego Bay)

Seeking qualified and experience applicants for the role

Credit & Collections Team Lead

Monday to Saturday

Core Function: Escalation Management

• De-escalation Leadership: Step into difficult, high-tension conversations to calm frustrated customers and find a "win-win" resolution.
• Authority & Empowerment: Exercise advanced decision-making power to issue credits, waive fees, or approve exceptions beyond the scope of a standard agent.
• Closing the Loop: Ensure that every escalated issue is followed through to completion, including callbacks and coordination with back-office departments.
• Root Cause Analysis: Review escalated cases to identify if the issue was caused by a process gap, a training need, or a technical bug, then report those findings to management.

Operational Responsibilities

• Performance Coaching: Use recordings of escalated calls as "teaching moments" to train agents on de-escalation techniques and soft skills.
• Real-Time Queue Monitoring: Balance the need to take "Supervisor Calls" with the need to keep the team’s overall wait times (ASA) and handle times (AHT) within goal.
• Quality Assurance: Audit team calls to ensure agents are attempting to resolve issues before escalating, maintaining a high First Call Resolution (FCR) rate.

Required Skills for this Focus

• High Emotional Intelligence : The ability to remain calm and professional when faced with aggressive or upset customers.
• Negotiation: Finding creative solutions that satisfy the customer without compromising company policy or profitability.
• Subject Matter Expertise: Deep knowledge of the product, service, and $CRPC (or specific client) guidelines to provide immediate, accurate answers.