About Us:
DPDzero (
www.dpdzero.com) is an
AI Collections Company for financial institutions to run collections on autopilot. Our AI platform combines digital nudges, AI voice agents, and ethical human interventions to improve borrower experience, maximise recovery and reduce cost.
DPDzero is trusted by industry leaders like IndusInd Bank, L&T Finance, Tata Capital, Moneyview, Paysense, and others to manage collections from over 1 crore borrowers in India. DPDzero is backed by GMO VenturePartners, Blume Ventures, India Quotient, and SMBC Asia Rising Fund.
Our Approach:
We partner with our lenders by taking charge of their collections portfolio, allowing them to focus on customer acquisition while we ensure efficient recovery from their customers. Our technology-driven platform leverages machine learning algorithms to optimise collections strategies and drive maximum recovery rates.
Job Description
Key Responsibilities:
- Lead, mentor, and coach a team of telecallers focused on credit card debt collections to ensure they meet performance targets and deliver outstanding customer interactions.
- Develop and implement strategies to enhance the team’s productivity, efficiency, and overall collections performance specifically related to credit card accounts.
- Monitor team members’ calls for quality assurance, providing constructive feedback and training to address credit card-specific collection challenges.
- Set clear performance goals for individual team members, conducting regular performance reviews to assess their effectiveness in handling credit card debt collections.
- Collaborate with other teams, including collections operations, customer support, and operations, to ensure seamless customer experiences for credit card holders.
- Analyze call center data related to credit card debt collections to identify trends, areas for improvement, and opportunities for process optimization.
- Handle escalated customer inquiries or complaints related to credit card debt collections, resolving issues promptly and effectively.
- Develop training materials and conduct training sessions for new telecallers focused on credit card debt collections, ensuring they are well-equipped to deliver exceptional service.
- Maintain up-to-date knowledge of DPDzero’s credit card collections strategies, services, and processes to assist team members and customers effectively.
Qualifications:
- 2+ years of experience as a Team Lead in a debt collections and recovery environment, with a strong focus on credit card accounts.
- Prior experience as a telecaller or in a similar customer service role, specifically emphasizing debt collections related to credit cards.
- Excellent verbal and written communication skills.
- Strong leadership and coaching abilities, with a track record of motivating and managing teams in a credit card collections context.
- Ability to analyze data related to credit card debt collections and generate actionable insights to improve team performance.
- Customer-focused mindset and commitment to delivering exceptional service in the collections context.
- Problem-solving skills and the ability to handle challenging customer situations related to credit card debt collections.
- Proficiency in using call center software and tools.
- Flexibility to work in shifts as required by the debt collections operations.
Preferred Skills:
- Certification or training in call centre management or customer service
- Familiarity with fintech products or services, particularly in the debt collections domain
- Multilingual abilities
What we offer:
- A smart, talented and agile team: A group of ambitious, driven and fun individuals building together a future in Fintech technology.
- Compensation & Benefits: Competitive salary and insurance benefits.
- Growth & Experience: The ability to grow and excel with a fast growing and thriving company.
