The Credit Specialist Supervisor will be responsible for leading and supporting a team of Credit Specialists who manage the onboarding, training, and activation of newly enrolled merchants.
This role will ensure that the team consistently delivers a high-quality merchant experience, follows established processes, meets activation and productivity goals, and maintains accurate documentation in the CRM.
The Supervisor will serve as a key point of escalation for the team, provide ongoing coaching and performance feedback, monitor operational KPIs, and work closely with internal stakeholders to identify opportunities to improve merchant onboarding and activation processes.
Key Responsibilities
Team Leadership & Performance
Lead, support, and supervise a team of Credit Specialists.
Monitor individual and team performance against established KPIs, productivity goals, and activation targets.
Conduct regular coaching sessions, one-on-one meetings, and performance reviews.
Identify performance gaps and develop action plans to improve team results.
Provide ongoing feedback and support to strengthen communication, account management, and merchant engagement skills.
Promote accountability, collaboration, and a customer-focused culture within the team.
Merchant Onboarding & Activation
Ensure Credit Specialists effectively guide newly enrolled merchants through the onboarding, training, and activation process.
Monitor merchant activation progress and identify accounts requiring additional follow-up or support.
Support the team with complex merchant situations, escalations, or implementation challenges.
Ensure merchants receive accurate information and an excellent onboarding experience.
Help ensure a smooth handoff of activated merchants to the appropriate Strategic Account Manager.
Training & Coaching
Support the onboarding and training of new Credit Specialists.
Conduct refresher training and coaching based on performance trends and business needs.
Ensure team members have a strong understanding of the Point-of-Sale lending platform, internal processes, and merchant training materials.
Reinforce best practices, playbooks, and standard operating procedures.
KPI & Quality Management
Monitor key operational metrics, including merchant contacts, training completion, activation rates, follow-up activities, productivity, and quality.
Review CRM activity to ensure accurate documentation and proper follow-up tasks.
Conduct quality reviews of calls, emails, and merchant interactions when required.
Prepare and communicate team performance updates and identify opportunities for improvement.
Ensure compliance with established processes and service standards.
Operational Support
Serve as the first point of escalation for Credit Specialists regarding merchant concerns or operational questions.
Collaborate with Account Management, Operations, and other internal teams to resolve merchant issues.
Support assigned activation campaigns and business initiatives.
Identify process improvements that can increase merchant engagement, activation, and overall customer experience.
Perform additional responsibilities or campaigns as assigned by the company.
Requirements
High School Diploma required; Bachelors degree is a plus.
3+ years of experience in Account Management, Customer Service, Client Success, Training, or related roles within the BPO industry.
At least 1 year of experience in a Team Lead, Supervisor, SME, or people management role.
Previous experience coaching, training, or managing customer-facing teams.
Strong experience working with KPIs, performance metrics, and productivity goals.
Experience using CRM systems to manage customer interactions and follow-up activities.
Experience or knowledge in Fintech, lending, financial services, or Point-of-Sale financing is a plus.
Advanced English level B2+/C1.
Compensation & Conditions
Salary: COP $5,550,000
Schedule:
Monday, Tuesday, and Friday: 9:30 a.m. 6:00 p.m.
Wednesday and Thursday: 8:30 a.m. 6:00 p.m.
Workweek: Monday through Friday.
Work Model: 100% remote
Contract: Indefinite-term employment contract
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