
Team Leader Collection NO and Outbound Customer Relations
4 days ago
Oslo
Job type:Permanent
Working hours:Full time
Working days:Daytime
Application deadline:12.04.2025
Expected start date:As soon as possible
Are you our new Team leader for the Collection Norway and Outbound Customer Relations (OCR) team?
The Collections team is responsible for strengthening Entercard's position as a responsible lender – using analytics and technology to proactively help customers who are facing potential financial difficulties. Together we create solutions that benefit both our customers and Entercard's business.
The OCR team's responsibilities include outbound calls to our existing customers performing retention activities, sales, or customer care.
Now we are looking for a Team Leader to join our team in Oslo.
We are passionate about delivering the little extra, and we are continuously working to improve the services to our customers on all levels by using our shared knowledge. Together we have a significant role in the daily interaction with our customers.
Your role at Entercard- Drive the team by example: Engage, motivate, coach and train employees to deliver highest performance and quality, continuously follow-up and provide feedback on progress.
- Train the team, identify best practices and efficiencies, define targets, and secure alignment with the team.
- Deliver on targets according to expectations on agreed deadlines, coordinate day-to-day operations, and prioritize staff assignments to ensure effective use of team resources.
- Ensure that the department is efficiently staffed in terms of resources and capabilities to meet current and future needs.
- Gather customer insights and translate this feedback into actionable recommendations.
- Work proactively with Commercial, Regional Customer Service, and Credit Risk to secure a smooth process for Collection operations, retention, and cross-sales activities.
- Create sign-offs for TM and outbound campaigns, including writing scripts and other campaign-related materials for the team.
- Close cooperation with the manager in operational decisions.
- Understand the business and how each part connects with one another.
- Be curious about leadership and strive to motivate others to deliver their best; management experience in an operational role is preferred.
- Believe that sharing your expertise and knowledge with colleagues strengthens the team and seek to understand customer needs.
- Have strong communication skills and pride yourself on being a team player.
- Possess a digital mindset and are curious about new ideas.
- Eager to learn and improve.
- Care about the customer experience and strive to enhance it with simpler and smarter solutions.
- Identify and consider risks when working towards team goals.
- Look beyond silos to collaborate and build the best possible solutions.
- Be fluent in English and one Scandinavian language.
- Be resilient.
- Have a good understanding and skills in Salesforce Service Cloud/Prime/Jira & Confluence, which will be an advantage.
Entercard is one of Scandinavia's leading credit market companies with over 2 million customers in three markets. Through our two owners, Barclays and Swedbank, we access global and unique expertise within lending.
Our goal is to make our customers' everyday lives easier by offering them smart and responsible payment and financing solutions. We are present in Norway, Sweden, and Denmark and have 450 dedicated employees.
At Entercard, we believe in collaboration and the strength of diversity. Among our employees, there are 40 different nationalities, contributing new knowledge and cultural experiences.
Our culture is strongly characterized by our core values: passionate, innovative, and genuine. They reflect everything we do, how we work, and how we respond to customers. We believe that diversity, analytical capabilities, and dedicated employees drive development and growth.
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