About Atome Financial
Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn's 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.
Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:
- Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands
- Atome Card: A paylater anywhere card.
- Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).
Our culture is built on values that are core to who we are and what we stand for:
- We foster an INNOVATION mindset
- We achieve results with EFFICIENCY and excellence
- We take pride in the QUALITY of our work
- We uphold INTEGRITY in all we do
- We embrace COLLABORATION to work across business lines and borders
Job Title: QA Supervisor (Complaints Supervisor)
Department: Collections Department
Reporting Line: Collections - Training and Quality Manager
Key Responsibilities
- Supervise the end-to-end handling of collections-related complaints, ensuring timely resolution in accordance with company policies and regulatory requirements.
- Review, investigate, and validate escalated complaints related to debt collection practices, agent behavior, and customer disputes.
- Coordinate with Collections Operations, Quality Assurance, Compliance, and Legal teams to resolve complaints and implement corrective actions.
- Conduct root cause analysis on recurring complaints and recommend process improvements to prevent future issues.
- Monitor complaint trends and prepare regular reports and insights for senior management.
- Ensure proper documentation and tracking of complaints in accordance with internal governance and audit requirements.
- Provide coaching and guidance to collections agents and supervisors regarding complaint handling and regulatory compliance.
- Lead investigations related to potential misconduct or policy violations and recommend appropriate disciplinary actions when necessary.
- Support regulatory reporting requirements and assist in audits related to collections complaints and consumer protection.
- Perform ad hoc tasks, special projects, and other duties assigned by management to support the Collections, Compliance, and Customer Experience teams.
Qualifications And Requirements
- At least 2 years of experience in Collections, Complaints Handling, Compliance, or Customer Escalations, preferably in financial services or fintech.
- 12 years of supervisory or leadership experience in collections, complaints management, or customer service operations.
- Strong knowledge of collections regulations, consumer protection laws, and complaint management frameworks.
- Experience handling regulatory complaints and coordinating with compliance and legal teams.
- Strong analytical and problem-solving skills with the ability to conduct investigations and root cause analysis.
- Excellent written and verbal communication skills, with the ability to prepare clear reports and communicate findings to stakeholders.
- High level of integrity, professionalism, and attention to detail.
- Ability to manage multiple cases simultaneously while maintaining quality and compliance standards.
- Proficiency in Microsoft Office tools (Excel, PowerPoint, and Word) and case management or ticketing systems.
