ClearGrid

Collections

• Lead and manage the inbound team handling calls, emails, and WhatsApp interactions
• Drive conversion of inbound borrower interactions into payments or PTPs
• Design and optimize inbound workflows, queues, and SLAs
• Monitor and improve key collection metrics (RPC, PTP, Kept PTP, Resolution Rate, CSAT)
• Implement structured follow-up and escalation processes
• Ensure the right balance between customer experience (empathy) and collections performance (firmness)
• Collaborate closely with outbound collections teams and product/tech teams (automation, CRM improvements)
• Identify and implement automation opportunities across inbound channels
• Train and coach agents on communication, negotiation and objection handling

Inbound Collections Team Lead