Overview

We are looking for a highly motivated Payments Team Lead requiring a minimum of 2+ years of experience in a supervisory or equivalent role. The ideal candidate must have proven, hands-on experience in customer support, payments, process improvement, and project management, alongside advanced English proficiency and intermediate to advanced knowledge of relevant support software like Excel and Jira. Preference will be given to candidates with comparable experience in banks or financial institutions within a BPO environment.

Responsibilities:

Lead, mentor, and motivate a customer service team
Provide exceptional customer support across multiple channels and handle escalations
Conduct performance evaluations, deliver training, and implement process improvements
Monitor team metrics and ensure SLA achievement
Collaborate with other departments for seamless customer experiences

Skills & Experience:

Proven team leadership and development experience (2+ years in a supervisory role)
Proficiency in English, both written and verbal, is mandatory
Deep understanding of payment processing systems, workflows, and payment rails (e.g., SWIFT, local ACH, real-time systems), including common reasons for payment delays (e.g., cut-off times, holidays, closures)
Intermediate proficiency in SQL is required to run and lightly modify queries, as this role will support complex team investigations and analysis
Knowledge of banking terms and language is required
Strong understanding of customer service principles and best practices
Experience with enterprise ticketing platforms such as Jira is preferred
Advanced Microsoft Excel/Google Sheets skills
Experience managing multi-channel communication
Ability to identify and manage risks proactively, investigating related issues with a strong sense of urgency
Strong interpersonal skills and work ethic, coupled with high empathy.

Payments Team Lead/Supervisor (BOG)

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