Soft Collection Team Leader

About the role

The Soft Collection Team Leader will oversee the daily operations of a dedicated soft‑collection unit, ensuring efficient handling of overdue loan portfolios and pre‑collection activities. This role combines team management, performance monitoring, and the development of tailored collection strategies for complex cases.

Key responsibilities

• Organise and manage the daily activities of the Soft Collection Team.
• Monitor and evaluate collection calls and customer communications.
• Manage team performance, reporting, and collection systems.
• Oversee the collection of overdue loan portfolios.
• Coordinate pre‑collection activities.
• Develop individual collection strategies for complex and problematic cases.

Required profile

• Bachelor’s degree in Finance, Economics, Business Administration or a related field.
• Minimum 5 years of experience in debt collection, including at least 2 years in a Team Leader role.
• Strong knowledge of pre‑collection and soft‑collection processes, loan products, collection tools and relevant civil legislation.
• Excellent communication skills in Armenian; working proficiency in Russian and English (minimum B1 level).
• Proven team‑management, coaching and performance‑monitoring abilities.

Required skills

• Advanced proficiency in Microsoft Excel (data processing, complex formulas, calculations, data visualisation).
• Experience with CRM systems.
• Knowledge of Business Intelligence (BI) tools (advantage).