Agency Manager

3 weeks ago

Taguig, National Capital Region, Philippines EastWest Bank Full time

Productivity:

  • Allocates assigned auto loan accounts to the groups of In House and TPSP, assessing historical team figures, account concentration per area, and resource availability.
  • Monitors and reports team productivity and status to the bucket manager and remedial tele department head, ensuring timely collection activities by assigned personnel.
  • Prepares or reviews productivity reports to ensure compliance with laws and regulations impacting the bank's legal standing on loan recovery.
  • Provides coaching and mentoring to remedial collections associates, officers, and TPSP personnel, analyzing training needs and interventions.
  • Recommends and coordinates repossession strategies to enhance team output.
  • Handles escalations, negotiates with clients for vehicle surrender, and pinpoints vehicle locations, balancing loan recovery with customer service.
  • Records daily attendance, leaves, and overtime of subordinates in the bank's systems.
  • Reviews liquidation and reimbursement of expenses incurred during collection and repossession activities, adhering to policies and timelines.

Quality Assurance (QA), Compliance, and Service Quality:

  • Ensures compliance with BSP and other regulatory entities, following established processes and monitoring guidelines.
  • Meets quality objectives and promotes customer-centric service, addressing issues promptly and conducting root cause analyses.
  • Acts as first-level escalation support for internal and external customers.

Group Score:

  • Analyzes loan portfolio movements to develop production strategies for flowrate improvement.
  • Resolves capacity requirements, ensuring optimal resource allocation and maintaining an Account to Collector Ratio (ACR) appropriate to available FTEs.
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