Responsibilities
· Responsible for the training, developing, mentoring and engaging a team to ensure that team members achieve their collections goals.
· Develops and maintains all relevant information to support daily, weekly and monthly performance monitoring through the use of Dynamics, MS Excel, and other platforms.
· Ensures that the team is compliance with the company policies and procedures.
· Monitors payment trends and evaluates impact to collections portfolio and relay these to management.
· Identifies challenges and strategies for Collections.
· Provides accurate information to support management decision making and business strategies
· Responsible for team’s performance monitoring, regular capacity review, and operational support requirements for other functions.
· Provide regular coaching to all team members and monitor closely the low performers.
· Direct the development, execution and performance tracking of collections and recovery strategies to drive operational effectiveness and efficiency gains.
· Developing customer contact strategies focusing on segmentation to identify the best channel, time and frequency to engage with customers.
· Provide subject matter expertise in the development of collections models.
· Deliver recommendations to Senior Management to further optimize performance.
· Provide operations with recommendations on volume and resource allocation across queues and to ensure appropriate staffing levels based on expected volume levels.
· Regularly analyze key performance indicators (KPIs) and perform trend analysis to provide concise summaries and root-cause analysis of performance trends to senior management.
· Develop recommendations to improve performance, based on data-driven strategies.
· Oversee the execution of key projects for the business unit.
· Work with other Departments to represent Collections and support ongoing process improvements.