
Manage Delinquencies
1 week ago
We are seeking a skilled Collections Professional to join our team. As a key member of our collection operations, you will be responsible for supervising pre-delinquent, front-end, and skips agents to ensure collections activities are conducted in accordance with performance and productivity standards.
- Supervise and direct agents to achieve collection goals and meet productivity standards.
- Develop and implement strategies to improve agent performance and sustain improvement.
Key Responsibilities:
Agent Performance Management- Monitor agent productivity and provide regular feedback and coaching to improve performance.
- Identify training needs of agents and recommend strategies to enhance skills and knowledge.
- Review agent accounts to ensure all accounts are worked on and productivity standards are met.
- Monitor telephone conversations to ensure agents are following up payments from delinquent cardholders.
- Assist in reporting possible fraud accounts and review agent maintenance actions.
- Validate customer complaints and provide counseling to resolve issues promptly.
- Recommend ways to improve existing collections strategies and procedures.
Additional responsibilities include managing the performance of external service providers and performing other duties as assigned.
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