Team Leader Collection NO and Outbound Customer Relations (OCR)Team

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 teams responsibilities are outbound calls to our existing customers performing retention activities, sale 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 feed-back 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 deadline as well as coordinate the day-to-day operation, prioritize staff assignments to ensure the most effective use of the team resources and that work schedules and targets are accurate and on time
• 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. This includes writing scripts and other campaign-related creatives for the team to use.
• Close cooperation with manager in operational decisions

Your strengths

• Understand the business and how each part connects with one another
• Be curious about leadership and strive to motivate others to deliver their best
  You have management experience in an operational role and are curious about new ideas and embrace change as a part of your daily work
• You believe that sharing your expertise and knowledge with your colleagues strengthens the team and seek to understand what the customer needs and strive to give the best possible support
• You have strong communication skills and are proud to call yourself a team player
• Have strong communication skills
• Have a digital mindset and are curious about new ideas
• Eager to learn and improve
• Care about the customer experience and strive to make it better with simpler and smarter solutions
• Identify and consider risks when working towards your team goals
• Look beyond silos to collaborate and build the best possible solutions
• Be fluent in English and one Scandinavian language
• Resilient
• A good understanding and skills in Salesforce Service Cloud/ Prime / Jira & Confluence will be an advantage

About Entercard

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 get access to 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, who contribute with 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.