Zolve - Lead - Collections

ABOUT US :

Zolve's mission is simple: we want to make financial products accessible to everyone. Zolve offers the ambitious a plethora of products to simplify banking in the US, such as:

A Bank Account you can create from anywhere in the world in under five minutes

A high-limit Credit Card that helps build a healthy credit score

Easy, lightning-fast, cross-border money transfers with the best rates in the market

Zolve is expanding its horizons, and we're excited to open our doors to everyone expanding theirs.

We believe: that if space tourism is real, so is reaching for the stars.

RESPONSIBILITIES :

- Responsible for timely collections of due from customers

- Oversee daily collection process and proactively monitor outstanding account receivables

- Lead and supervise Collections team

- Creating and implementing a strategy to improve the collection of outstanding credit

- Build and maintain excellent relationships with customers to ensure future payment compliance

- Perform phone monitoring and random call audits.

- Set payment collection goals and targets for the collections team

- Review the interactions of the team with clients to ensure that collections are done according to company policies and regulations, and customer experience is not compromised

- Negotiating with customers in cases when non-payment occurs

- Manage daily/weekly/monthly collection operations within defined targets

- Maintain and communicate detailed reports to track performance against plan

- Collaborate with collection strategy team for solutions and implementation within timelines defined by management

- Ensuring highly customer centric collections and working seamlessly with other key stakeholders (customer support, risk, product & tech) - to ensure portfolio quality & high standard of customer experience.

- Provide early warning feedback on fraud / default indicators to risk team

- Strict adherence to the Recovery process and policies, Internal policies as well as regulatory guidelines. Ensuring training to team members and proper adoption

- Adopt proper records management principle as defined in terms of upkeep and filing of documentation

- Assist and participate in Internal and External audit reviews and contribute to management responses

- Building, coaching and mentoring the team; identifying team goals and evaluating team progress.

- Engage with recovery agencies, monitor effectiveness closely and ensure high collection efficiency

- Practice collection policies and trend analysis on driving factors impacting the balances

- Remain informed of any legislative procedural training regarding debt collection

REQUIREMENTS :

- Bachelor's/Master's Degree in Finance, Accounting, Economics or related field

- 8 - 10 years of relevant Credit and/or Collections experience, preferably managing retail collection operations in credit cards, BNPL etc.

- Ability to lead, build and motivate collections team

- Willingness to work in the US time zone

- Knowledge of and ability to apply accounting principles and procedures

- Strong ability to negotiate and resolve issues/problems

- Excellent communication, leadership, and managerial skills

- Experience in developing and enacting debt recovery plans and strategies to prevent losses

- Knowledge of MS Office and databases

- Demonstrated experience of being empathetic with customers

- Problem-solving and critical-thinking skills