A floater is a versatile and adaptable employee who is not assigned to a fixed position within an organization. Instead of having a specific role, a floater moves between different departments or areas according to the needs of the company.
**Knowledge**:
- Bachelor's Degree in Economics-Administration, Law, or related fields (Incomplete/In progress).
- Experience in leading work teams, whether in collection management or customer service environments.
- Knowledge and proficiency in Microsoft Office suite and databases (Intermediate Excel).
- Data analysis and report preparation skills.
- Negotiation, persuasion, and objection handling skills.
- Coordination, administration, and supervision of work teams.
- Leadership and team development focused on achieving objectives.
- Analytical and decision-making skills. Ethics and integrity.
- Tolerance for frustration and ability to work under pressure.
- Knowledge of English language (intermediate level, written and spoken).
**Competencies**:
- Teamwork and dynamism.
- Ease of communication.
- Decision-making and strategic thinking.
- Analytical and proactive.
- Personnel management and leadership.
- Competitive and innovative.
- Availability of time. Process discipline and compliance.
**Floater Direct Responsibilities**:
- Assignment to external agency contracts.
- Sending mass SMS messages to collection contracts.
- Removal of automatic charges and changes to payment due dates.
- Portfolio cleansing for contracts with payments or clarifications.
- Raising payment rejection tickets for clarifications, reversals, or other claims.
- Mass interest waivers for collection contracts.
- Validation of contracts in Skip proposals.
- Write-offs of minor balances.




**Support to Team Leaders**:
- Downloading databases and daily information considering the analysis of contract and agent volume, based on the BCU Report, List 6, Net Flows, and KPIs with daily, weekly, and monthly frequency.
- Monitoring predictive dialing campaigns, managed lists, special lists, second-round campaigns, number of attempts, analyzing participation in each campaign.
- Creating files for performance monitoring, service level, and daily operation (KPIs).
- Constant communication with the CNADT, Debt Manager, Financial Solutions LP, Customer Service, BOSS, and other areas.
- Team management and coaching, supporting the team on operational and personal issues.
- Live and/or recorded monitoring of inbound and outbound team calls, with customer service measurements accompanied by quality feedback, Balanced Score Card performance.
- Monitoring and timely detection of FPD (First Payment Default) and SPD (Subsequent Payment Default) contracts, high-risk contracts, by volume or amounts.
- Monitoring team connection and progress in systems (Harmony, Cisco Finesse, Debt Manager, and Verint).
- Creating connection reports and campaign progress reports.
- Providing quality and performance feedback (daily, monthly, quarterly, semi-annually, and annually).
- Creating files for portfolio externalization, as well as assigning it within the Debt Manager system.
- Handling calls and negotiating with internal and external clients.
- Developing action plans in case of system failures or other events that affect the continuity of operations.
- Ensuring compliance with internal control processes (DRG, MCRP, AFR, procedure updates).
- Coaching executives in real-time and/or addressing incidents, work plans, and improvement plans.

📌 Floater (Naucalpan de Juárez)
🏢 Ford Motor
📍 Naucalpan de Juárez