[Hiring] Front Line Manager - Customer Care - Collections @BrightClaim

Role Description

• Debt Collection & Communication
  • Reach out to customers with overdue accounts using phone, email, and letters to initiate collections.
  • Negotiate repayment terms and settlements in accordance with company policies.
• Account Monitoring & Reconciliation
  • Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items.
  • Reconcile account balances with customers and address unapplied credits.
• Record-Keeping & Reporting
  • Maintain detailed and accurate records of all customer communication and payment commitments.
  • Log outcomes of collection efforts and follow-ups in CRM or collections systems.
  • Prepare and submit regular collection activity reports for management review.
• Dispute Resolution & Escalation
  • Investigate and resolve customer complaints or disputes related to billing or payments.
  • Escalate unresolved or complex cases to senior staff or legal teams as needed.
• Cross-Functional Collaboration
  • Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues.
  • Provide necessary documentation to support third-party collections or bankruptcy cases.
• Performance & Target Achievement
  • Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs.
  • Ensure timely cash inflow within agreed payment terms and SLAs.
• Compliance & Process Adherence
  • Follow all applicable legal and regulatory requirements related to debt collection.
  • Adhere to company policies, SOPs, and standard quality benchmarks.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing
• Certified Treasury Professional (CTP) - Instituto Nacional de Aprendizaje

Requirements

• Banking Capital Markets
• Banking Operations
• Core Banking
• Customer Care
• Customer Experience (CX)
• Customer Journey Mapping
• Customer Relationship Management (CRM)
• Customer Service
• Data Analytics
• Fraud Analytics
• Network Management
• Regulatory Affair Management
• Risk Management

Benefits

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter.
• Make an impact – Help global enterprises solve business challenges that matter.
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead.
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day.
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress.