Job Description

Start Date: ASAP

Type of Support: Voice

Work Arrangement: 100% Onsite (Quezon City)

Nature of the Account: UK Financial Customer Service

Shift Schedule | Rest days: Shifting schedules, UK time

Educational Requirement:

• Graduate of Bachelor's Degree

Work Experience:

• Minimum of 2 years of recent work experience in UK operations and team handling
• At least 2 years as Team Lead experience under a financial (banking) account, with focus on mortgage, auto/motor financing, collections, fraud, underwriting, payouts, or related areas.
• Sound Knowledge about banking domain and understanding of the process and bucket flows
• Experience in collections team management and familiar with the data and reports pertaining to collections
• Understanding of banking terminologies, guidelines and laws.
• Excellent oral and written communication and listening skills

Responsibilities:

• Team Performance & Productivity (KPIs): Ensuring the team meets service level agreements (SLAs), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, First Call Resolution (FCR), and Quality Assurance (QA) scores.
• Quality Control & Compliance: Monitoring call/chat quality, providing feedback, conducting root cause analysis (RCA) on errors, and ensuring adherence to compliance and security policies
• Agent Coaching & Development: Conducting regular one-on-one sessions, training, mentoring, and developing action plans to improve underperformers.
• Operational Management & Shrinkage Control: Managing daily attendance, break schedules, and login hours to minimize shrinkage and ensure optimal staffing levels.
• Employee Retention & Engagement: Managing team morale, reducing attrition, resolving internal conflicts, and fostering a positive work environment.