Team Leader ( End to end credit card experience)
Gratitude IncTeam Leader ( End to end credit card experience)
Job Description
Key Skills
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Description / Requirements
Job title: Team Leader
LOB: Banking, Financial Services, and Insurance (BFSI)
Account: Financial/ Credit Card
Location: On-site in Taguig
Work Timing: Shifting
Salary: 38,000 - 43,000 basic / 2,000 allowance
REQUIREMENTS:
● Bachelor’s degree or equivalent experience is required (Undergraduates are welcome to apply)
● At least 2 years of relevant experience as a Team Leader in a BPO setting
● With strong experience in BFSI LOBs, a minimum of 3 years
● With end to end credit card experience (from CSR, Collections, Fraud, Disputes and Chargebacks)
● Leads and mentors teams, manages performance and escalations, and drives KPI achievement across all credit card operations.
● Strong knowledge of credit card processes, resolving disputes and collections, ensuring strict compliance with FCRA, FDCPA, and PCI-DSS.
● Strong experience in disputes, Fraud, and collections
● Monitors metrics, prepares reports, identifies gaps, and drives process improvements while coordinating with cross-functional teams.
● Willing to work on-site and shift schedule in Taguig
Roles and Responsibilities:
Lead, mentor, and develop team members; conduct performance reviews and support
employee growth.
Establish and track key performance indicators (AHT, FCR, CSAT, collections recovery,
chargeback success rates, compliance).
Ensure full adherence to SOPs and maintain high-quality standards across credit card
operations.
Monitor daily and weekly performance metrics, prepare management reports, and address
performance gaps.
Conduct quality audits and ensure compliance with FCRA, FDCPA, PCI-DSS, and card
network regulations.
Manage team schedules, attendance, and resource allocation to meet operational
requirements
Handle escalated customer concerns and complex cases, serving as the primary escalation
point.
Oversee specialized functions such as collections, disputes/chargebacks, fraud
investigations, and credit bureau disputes.
Identify training needs and coordinate with Learning & Development to support
continuous improvement.
Act as a liaison between operations and cross-functional teams, including Compliance,
Risk, HR, and Finance.
Role
Team Leader
Timings
Rotational Shifts (Permanent)
Industry
Accounting / Finance
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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