Contribute to the annual department plan along with strategies necessary to achieve the organization's strategic plans and goals (e.
g., performance standards, improvement plans).
Provide leadership and department training to the Collection staff. Oversee the effective operation of the Collections area and track the results and report to the HQ's Head of Collections and Country Manager.
Assist in writing and delivering employee reviews.
Review Collection Calls on a consistent basis for all call staff evaluating call quality performance.
Track call performance to ensure that required calls are made daily / weekly / monthly.
Assist with any required audit reviews for the department.
Oversee the development and maintenance of appropriate training materials, policies / procedures, and disclosures required by law pertaining to Collections practices.
Monitor accounts, outside vendors and various agencies to ensure requested actions are performed on a timely basis in accordance with policy.
Understand and ensure compliance with laws, rules, and regulations affecting our institution. Perform all tasks in compliance with applicable regulatory standards, guidelines, and rules established by the State Bank, investors, nation regulatory authorities, and local ordinances.
Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new / changed requirements.
Act a lead and project manager when assigned.
Maintain up-to-date knowledge of Collection, Laws and regulations
Meet established standards and guidelines with regard to compliance, job knowledge, quality, efficiency, attendance, initiative, teamwork, customer service, and overall performance.
Maintain customer confidence by providing ongoing quality service and keeping all files and information confidential.
Maintain up-to-date knowledge and compliance with internal policies and procedures. Understand and ensure compliance with laws, rules, and regulations affecting our institution.
Other related Management tasks and Professional tasks assigned by the Country Manager and HQ's Head of Collection.
College courses or a Bachelor's degree in Finance, Business or major in Credit / Risk / Legal / Finance is a must, along with five or more years total debt collection servicing experience required, with at least two years working in loss mitigation roles emphasizing personal loan retention.
Ability to work in a sometimes emotionally demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress.
Strong project management, interpersonal, and problem-solving skills.
Highly organized and detail oriented; ability to evaluate and audit a high volumes of files.
Work in a fast-paced, department-metrics-driven environment required. Advanced math skills required.
Proficiency with basic internet searches, data entry, Microsoft Word, Excel and Outlook required.
Proficient computer skills (e.g., Microsoft Word, Excel, Outlook, any other banking / collections software).
Professional demeanor, effective interpersonal and communication skills with a diverse range of individuals / customers. The ability to interact effectively with employees in order to motivate, direct workflow, assess performance, and assign duties.
Effective personnel and project management, organizational, problem-solving and analytical skills. Previous leadership, management and training experience with a team of three or more individuals a plus.
Ability to plan, organize and direct department functions
Effective problem resolution and decision-making skills; record of making sound business decisions. Possess a sense of anticipation and foresight to avoid challenging problems and / or difficult situations.
Ability to demonstrate a positive can-do attitude and sound judgment including the ability to develop creative solutions to challenging problems.
Ability to develop strong working relationships and perform effectively within a team-oriented environment.
Must be a self-starter with the ability to work under tight deadlines. The ability to work with minimal supervision while obtaining superior results.
Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities.