• Ensures effective collection follow-up & timely collection of overdue receivables
• Improve collection in to reduce bad debts provision
• Optimize cost for the department
• Provide daily support on customer service related queries and complaints                                         

1. Supervision of day-today collection follow-up activities of team pertaining to the  key responsibilities are:
   • Allocate overdue customer to collection agents for daily follow-up
   • Publish collection performance report by agent and age bucket
   • Publish daily call volume report by agent to ensure adequate follow-up happens
   • Evaluate agents follow-up call to ensure follow-up happens as per calling script

2. Send SMS to overdue customers as per the policy

3. Manage customer calls(inbound/outbound), handles queries or complaints

4. Monitor agents Calling script, volume, field visit and ensure to capture necessary documentation

5. Provide support to the agents on collection issues, provide feedback to sales operation/management with respect to underwriting issues if any

6. Review follow-up feedback received from agents and take necessary action

7. Provide required training/support to the team and ensure that team is working optimally

8. Conduct regular team meetings to discuss on issues, suggestion and provide solution

9. Publish report on collection performance to the management as applicable

10. Ability  to deliver process efficiency/improvement

2.  SKILL SET REQUIRED:

1. Good Communication skill (Oral & Written, Bi-lingual)

2. Possess good temperament to handle customer and collection agents & Supervisors

3. Ability to drive performance, plan & monitor team performance, Team player

4. Able to learn quickly on Xl, word, IT system and other tools which is relevant for the job