Collections Supervisor

Universo IME, SA is a financial institution leader in the issuance of credit cards in Portugal ("Cartão Universo") with more than 1 million customers. It has the goal of disrupting the banking industry in Portugal by competing in consumer payments, credit, and insurances.

We exist in a unique environment of innovation and transparency, with a collaborative and welcoming energy. Our clients are the stars that set our course and make our work shine.

Want to be part of our Universe?
You are a natural leader. You do what's right for customers and colleagues and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships.

As a Collections Supervisor in Credit Card Collections, you will be accountable for:
Achieving key service metrics and meeting or exceeding financial/productivity goals.
Ensuring business partner/employee satisfaction.
Managing and implementing ongoing improvement initiatives.
Maintaining adherence to risk and controls guidelines.
Ensuring all work is processed within assigned service levels and meets Legal/Compliance requirements.
Demonstrating exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance.

The main responsibilities include:
Manage, supervise, and guide collections agencies activity.
Execute on business initiatives by creating and maintaining open communication with employees, peers, leadership team, and other lines of business.
Make informed business decisions using your skill set, subject matter expertise, documented policies and procedures, empowerments, and relationships.
Identify process improvement opportunities, recommend solution(s), contribute to process/policy change led by change management leadership team, and implement changes.
Ensure team's adherence to operating policies and procedures, and legal and compliance regulations.
Manage team performance, leading by example and coaching on key behaviors to motivate sustained results.
Demonstrate firmwide manager capabilities, track progress by regularly soliciting feedback and checking in with your team and manager.

If you have:
At least 3 years of customer service experience.
Strong verbal and written communication skills.
Influencing skills.
Change implementation skills.
Excellent prioritization and time management skills.
Data analysis skills.
Previous experience in the financial industry.
A minimum of 2 years in a call center environment.

If you are:
Analytical, able to synthesize complex information, and use intuition and experience to complement data.
Continuously striving to learn and improve.
Skilled at managing difficult or emotional customer situations.
Focused on resolving conflicts and maintaining confidentiality.
Capable of balancing individual and team responsibilities.
Goal-oriented, setting and achieving challenging objectives.

What we offer:
Flextime and a hybrid working model, allowing you to work smarter instead of longer.
A diverse and inclusive working community.

We aim for greatness and boldness. We want to achieve the extraordinary, bringing your full self to what you do.

If you believe you can be a part of our Universe, please submit your CV.

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