Collections Supervisor

Universo IME, SA is a financial institution leader in the issuance of credit cards in Portugal (“Cartão Universo”) 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, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and controls guidelines. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. You will demonstrate 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; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards.
Demonstrate the firmwide manager capabilities, track your progress by regularly soliciting feedback and checking in with your team and manager on how you’re doing, and summarize your impact in your year-end Self-Evaluation and recovery performance, training, and coaching staff to improve performance.

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 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. Comfortable using mathematical models, process maps, and planning tools.
Continuously striving to learn and improve, while sharing your expertise with others.
Skilled at managing difficult or emotional customer situations, responding promptly to their needs, and keeping your commitment.
Focused on resolving conflicts, maintaining confidentiality, and staying open to new ideas and ways of doing things.
Capable of balancing individual and team responsibilities, contributing to a positive team spirit, and prioritizing team success over personal interests. Ability to build morale and support group commitments to goals.
Goal-oriented, setting and achieving challenging objectives. Persistent in overcoming obstacles, measuring yourself against high standards, and willing to take calculated risks to succeed.

What we offer:

Flextime and a hybrid working model, allowing you to work smarter instead of longer
A diverse and inclusive working community, where working together is not only a large part of our day-to-day, but one of the most important essentials of our Universe

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.