Team Manager - NCC Back Office Support
TSI
Centris, Quezon City, Philippines
1h ago

Description

Transworld Systems, Inc., is an industry leader for over 40 years, in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base.

Our 60,000 clients are empowered to successfully address immediate business needs, while facilitating long-term growth across the entire customer lifecycle.

Principal Responsibilities

  • Effectively communicate expectations, consequences, changes, policies, and procedures.
  • Provide motivation for the successful accomplishment of the assigned team’s quality standards and goals.
  • Monitor floor activity and calls to assist employees.
  • Provide ongoing feedback to employees regarding files, performance, and improvement opportunities.
  • Diffuse escalated calls, negotiate, and create solutions for resolution.
  • Present, promote, and support all new initiatives.
  • Accurately project and achieve daily, weekly, and monthly revenue goals.
  • Accountable for all decisions, actions and directives with respect to job responsibilities.
  • When requested, manage and track account settlements and / or accounts closed by Client within established guidelines.
  • When requested, conduct monthly audits to ensure that accounts have been executed in compliance with Client’s requirements.
  • When requested, be responsible for monthly Client reporting and processing of returned accounts for review, offers in compromise, reconsiderations, charge offs, 1st and 3rd party levies, pending refund reports, and payment plan reports.
  • Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations relating to job duties.
  • Knowledge, understanding, and compliance with TSI policies and procedures.
  • Participation in Company Programs must meet minimum performance standards.
  • Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
  • Accountable for all decisions, actions, and directives with respect to job responsibilities.
  • Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
  • Follow up in a timely manner to ensure customer satisfaction.
  • Provide feedback to management concerning possible problems or areas of improvement.
  • Make recommendations to implement improved processes.
  • Perform other duties as assigned by management.
  • Qualifications

  • Associates Degree or equivalent relevant work experience.
  • Bachelor’s degree preferred.
  • 2 years of previous collections experience required. 4 years of previous collections experience preferred.
  • Working knowledge of Microsoft Excel and Word.
  • When required, working knowledge of dialer, Soundbite, and / or LiveVox applications.
  • Ability to maintain the highest level of confidentiality.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to work in a team fostered environment.
  • Ability to work in a multi-tasked environment.
  • Ability to prioritize and organize work.
  • Work Environment

  • Office environment.
  • Ability to lift and / or move 20 pounds with or without accommodation.
  • We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.

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