Collections Team Leader

Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

• To improve collection effectiveness, collector’s productivity, and management control by constantly reviewing, developing, and providing support for unit/department
• To inducts, trains, monitors, motivates and guides collection staff (permanent/in-source) to ensure their performance is optimized and all productivity standards are at an acceptable
• Handle customers complaints escalated by staff or Collection Fulfillment Unit or Inbound Team and resolve in timely manner
• Prepare Collection Officer monthly incentive payout.
• To perform call review in ensuring calls made by Collection Officer adhere to calls guidelines
• Provide feedback to Unit Managers/Management on unit’s performance and formulate action plan to improve collections’ rates.
• Responsible for creating and providing functional and operational reports to management that provides essential information to manage the business (i.e., produce closing report for collections from the system).

Qualifications

• Possesses SPM/Diploma/Degree in any disciplines
• At least 3 years of experience managing team in Banking Collections / Non-Banking Collections.
• Track and coach team member performance.
• Excellent knowledge of all collections policies, procedures, and processes.
• Demonstrates proficiency in Microsoft applications, such as Microsoft Excel (i.e., experienced in managing large datasets with function: IF, SUM, INDEX, MATCH, VLOOKUP)