- Strategy & Analysis: Develop and implement effective collection strategies, segment customer portfolios based on risk (bucketing), and analyze payment trends to maximize debt recovery.
- Team Leadership: Manage, train, and mentor a team of collection agents. Set performance quotas, monitor productivity, and provide constructive feedback to ensure team targets are met.
- Customer Negotiation: Handle complex or high-value accounts, negotiate payment arrangements, and work with clients to find feasible repayment solutions while preserving customer relationships.
Reporting: Track Key Performance Indicators (KPIs) such as
(Days Sales Outstanding) and recovery rates, reporting these metrics to senior management.