About this role
• Target Achievement & Strategy • Drive unscured domain collections to meet/exceed monthly recovery goals; analyze performance metrics (e.g., Collection Efficiency, bucket resolution) and execute correct actions
• Develop effective collection strategies for different account segments.
• Lead and mentor external agency collection agents; conduct 1:1s, team meetings, performance reviews and training sessions.
• Monitor attrition and shrinkage; implement retention and contingency plans.
• Customer Accounts & Recovery
• Manage escalations, sensitive cases, and high-risk accounts, including negotiation of payment plans and settlements
• Reporting & Analytics
• Track KPIs: calls made, aging buckets, attrition/shrinkage rates, customer satisfaction.
• Deliver regular operational reports, root cause analyses, and improvement plans.
• Compliance, Audit & Documentation
• Ensure full adherence to internal policies, legal/regulatory frameworks, and audit standards.
• Process & Operational Excellence
• Identify and implement process improvements, new tools or technologies to enhance efficiency and reduce costs.
• Share knowledge and best practices with cross-functional teams.