Collections Team Lead

Tala (Formerly InVenture)

  • Makati, Philippines
    Makati, Metro Manila, Philippines, Makati, Metro Manila, Philippines
    Metro Manila
  • Full time
Posted a month ago and deadline of application is on 30 Dec
Recruiter was hiring 7 days ago

Collections Team Lead

Tala (Formerly InVenture)

Job Description

Tala seeks a Collections Team Lead to engage in consumer collections of overdue accounts. Primary responsibility will be monitoring, motivating, and training the Philippines Tala Collections Team to ensure KPIs are met monthly.

The position purpose is ensuring an excellent standard of caring service, maintaining customer relationships, and emphasizing Tala’s brand of modern and convenient customer-centric service to the in house Collections Team.


  • Own KPIs and work with the team towards achieving them each day/month/year:
  • Monitor early and Late Stage Cure and Liquidation, to ensure team performance meet the expected business targets.
  • Keep track of, RPC, Contact Rate, PTP Conversion Rate, PTP reminders and daily expected collections to ensure achievement of daily target.
  • Manage incentive, rewards, and overtime tracking.
  • Manage daily/weekly/monthly allocation of accounts to agents, daily collection reports and shift planning.
  • Monitor collection trends/recommendations to be shared with the collections manager.
  • Daily/Weekly/monthly reporting of agent performance.
  • Coaching, mentoring, and motivating collections of team members.
  • Reporting of KPIs and key themes on a weekly basis.
  • Managing of Non-Payment Reason Reporting. Make sure these issues are understood and elevated to the collections manager.

Minimum Qualifications

  • Graduate of any 4-year course
  • Five (5) years B2C collections experience and at least 2 years experience as a Team Lead.
  • High level of financial literacy
  • Experience with multiple types of formal and informal credit products

Preferred Qualifications:

  • Expertise and focus on empathy, trust, and speed of customer service issues.
  • Demonstrated leadership qualities of: humility, service, efficiency, management, goal attainment, team motivation, and communication.
  • Demonstrated expertise of Autodialer, Zendesk, admin, and customer service processes.
  • Clear understanding of the collections calls model.
  • Experience training team members on systems and process.
  • Demonstrated expertise of team KPIs.
  • Strong decision-making and conflict resolution skills.
  • Ability to communicate clearly and professionally verbally and in writing.
  • Maintains a positive attitude. Can the rally team even in times of adversity and challenges.
  • Knowledge in Dialer System, Leads and Reporting is a must
  • Able to Create Analytical Reports and projects

About Tala:

We strongly believe that inclusion fosters innovation and we’re proud to have a diverse team with a wide variety of backgrounds and experiences. We focus on hiring talented people regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Tala is the leading mobile technology and data science company committed to financial inclusion globally. Millions of people have borrowed through Tala’s smartphone app, which provides instant, personalized credit to underserved customers in East Africa, Southeast Asia, and Latin America. Tala is backed by leading venture and impact investors including PayPal, Revolution Growth, IVP, and Lowercase Capital. Tala is headquartered in Santa Monica with additional offices in Nairobi, Manila, Mexico City, and Bangalore.

Perks and Benefits

  • Flexitime Flexitime
  • Work from Home Work from Home
  • Paid Holidays Paid Holidays
  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Paid Bereavement/Family Leave Paid Bereavement/Family Leave
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Single Parent Leave Single Parent Leave
  • Special Leave Benefits for Women Special Leave Benefits for Women
  • Retirement Benefit Plans Retirement Benefit Plans
  • Life Insurance Life Insurance
  • Medical / Health Insurance Medical / Health Insurance
  • Medical, Prescription, Dental, or Vision Plans Medical, Prescription, Dental, or Vision Plans
  • Transportation Allowances Transportation Allowances
  • Free Lunch or Snacks Free Lunch or Snacks
  • Performance Bonus Performance Bonus
  • Stock Options Stock Options

Required Skills

  • Customer Service

Jobs Summary

Job level
Associate / Supervisor
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Makati, Metro Manila, Philippines
Financial Services
1 opening

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About Tala (Formerly InVenture)

Tala is a mission-driven, mobile technology and data science company that’s opening up financial access for underserved people globally. Tala’s smartphone app uses alternative data to deliver instant credit and help customers build their financial identities. Unlike traditional credit scoring, Tala's proprietary underwriting models draw on thousands of mobile data points including network diversity, social connectedness, geographic patterns, and financial transactions to score customers in real time, without a need for formal credit history. Tala is headquartered in Santa Monica with additional offices in Nairobi and Manila. Tala, formerly known as InVenture, is backed by IVP, Ribbit Capital, Lowercase Capital, Data Collective, Collaborative Fund and other leading venture and impact investors. In 2016, Fast Company ranked Tala as one of its top 10 companies in Money, and Forbes named Tala as one of the top 50 FinTech companies in the world. Additionally, Tala’s work has been highlighted by Forbes, the New York Times, the Financial Times, the Wall Street Journal, TED, and Wired, among others. Tala is headquartered in Los Angeles with additional offices in Nairobi and Manila.
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