Oversee the collection and recovery activities of the Early Buckets for the unsecured loan portfolio. Manage the collection of outstanding customers loans while managing a team of collectors. Ensure all collection internal and external policies are followed. Responsible for ensuring company collection and recovery targets are met.
JOB SKILLS
- Previous collection team leader experience managing auto-dialer with a minimum of 5 collectors.
- Experience managing external debt collection agencies and solicitors.
- Experience in Banking, Telecom or E-commerce collecting customer debt.
- Knowledge of collections regulations and the Fair Debt Collection Act.
- Good interpersonal, negotiation and persuasion skills.
- Must be well-versed in Microsoft Excel and Google Sheets.
- Must be able to manage staff ethically and fairly while still being firm in enforcing the company rules.
- Must be able to prioritize tasks effectively.
- Good verbal and written communication skills.
- Must be able to exercise critical thinking skills and sound judgment.
- Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree.
- 5 - 7 years of working experience.
- Applicable for Malaysian citizens only.
JOB REQUIREMENTS
- Lead & Manage: Supervise and guide a team of collection executives to meet individual and team KPIs.
- To manage the auto-dialer collections and ensure the collectors have the optimal calling strategy and meet the productivity targets.
- To plan, direct and supervise collection activities for front-end/mid-range buckets to achieve departmental goals.
- To track and monitor collectors performance on the auto-dialer and ensure productivity is met on a daily basis.
- To coach collectors, perform ongoing monitoring and provide feedback to collectors based on their performance and ensure compliance with collection policies and procedures.
- To work closely with the Unit Head to drive continuous improvement/enhancement in the collections process to increase effectiveness.
- Able to apply advanced negotiation skills to resolve escalated calls. Coaches less experienced collectors to continuously strengthen the team.
- Ensure all inquiries/complaints are attended to within the timeframe given.
- Able to analyze the portfolio assigned and offer solutions/workarounds according to the customers specific situations or offer the customers alternative payment according to their conditions to improve delinquency rate.
- Recommend accounts for field visitation and assignment to external debt collection agencies.
- Propose account settlement whenever necessary.
