Credit and Collections Supervisor

Description

Job Summary: We are seeking a Credit and Collections Supervisor to lead teams, structure recovery routines, and reduce delinquency while maintaining customer experience. Key Highlights: 1. Lead collections teams and structure efficient recovery routines. 2. Focus on results and metrics related to delinquency and recovery. 3. Team development and portfolio management to reduce delinquency. Credit and Collections Supervisor (Vello Fibra) **Compensation:** R$ 3\.400,32 per month **Employment Type:** Full-time CLT **Benefits:** Medical assistance \| Shuttle bus \| On-site meals At Vello, the customer is our most valuable asset—and business sustainability is equally critical. We seek a **Credit and Collections Supervisor** capable of leading collections teams, structuring efficient recovery routines, and reducing delinquency without compromising customer experience. What We Expect From You **Hands-on leadership:** Monitor negotiations, listen in on calls/customer interactions, provide continuous feedback, and support team development. **Results-oriented focus:** Track and drive key metrics including **delinquency rate, recovery amount (R$), aging (0–30/31–60/61–90/91\+), agreements closed, promises paid, breach rate, and PDD**. **Balanced approach:** Enforce accountability with discipline and consistency while fostering a healthy work climate, motivation, and sense of purpose. **Agility under pressure:** Make quick decisions during delinquency spikes, billing cycles, systemic instabilities, and critical periods (month-end closings, campaigns, service blocks). **Clear and empathetic communication:** Guide the team, handle difficult customers, conduct renegotiations, and firmly yet respectfully advocate for operational decisions. Requirements and Technical Competencies Prior experience in **collections supervision, credit, recovery, or recurring service operations** (preferably in telecom, ISP, energy, insurance, or subscription-based industries). Familiarity with **CRM systems**, dialers/omnichannel platforms (WhatsApp/SMS/e\-mail), portfolio management, and **collections escalation frameworks**. Experience with **portfolio segmentation**, renegotiation policies, and treatment by **delinquency bucket (0–30 / 31–60 / 61–90 / 91\+)**. Basic understanding of **risk analysis**, prevention of involuntary churn, and collaboration with retention and customer service departments. Desirable experience applying **Customer Success principles** to reduce delinquency and improve retention. Management Skills **Team training and development:** Identify skill gaps, train on negotiation techniques, scripts, handling objections, active listening, and performance monitoring. **Analytical capability:** Translate portfolio data into actionable plans (prioritization, targets, campaigns, A/B testing of messaging). **Conflict resolution:** Manage dissatisfied customers, internal disagreements, and sensitive cases with professionalism. **Process discipline:** Adhere to internal policies, customer journey standards, and best practices in collections (emphasizing clarity, transparency, and respect). What We Value Commitment to **sustainable recovery** (achieving results with quality—reducing recurrence and agreement breaches). Adaptability to a dynamic environment characterized by goals, peaks, and strategic shifts. Collaborative mindset—integrating **retention, customer service, sales, finance, and technical operations**. If you are a hands-on, results-driven leader passionate about reducing delinquency intelligently and respectfully, Vello wants to meet you. Employment Type: Full-time CLT Compensation: R$3\.400,00 per month Benefits: * Medical assistance * Meal allowance * Transportation allowance Work Location: On-site