Collections Team Leader (Front-End) Malaysia

Overview

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.

Responsibilities

• 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.

Job Skills

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