Target Achievement & Strategy
Drive unsecured 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.
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.
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