ClearGrid

Inbound Collections Team Lead

ClearGrid

full-time

Posted on:

Location Type: Remote

Location: Jordan

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • 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

Requirements

  • 4+ years of experience in call centers, collections, inside/tele sales, or customer service operations
  • Proven experience managing high-volume inbound or sales teams
  • Strong understanding of conversion funnels and performance metrics
  • Experience in collections, fintech, BNPL, or financial services is a strong plus
  • Excellent communication and negotiation skills
  • Experience working with CRM and dialer systems
  • Ability to thrive in a fast-paced, high-growth environment
Benefits
  • Comprehensive training and coaching
  • Performance-driven environment with growth opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
inbound workflowsconversion funnelsperformance metricscollectionsnegotiationobjection handlingautomation
Soft Skills
communicationempathyfirmnesscoachingcollaboration