Team Leader, Collections

Job Purpose
To manage the daily work of collectors assigned to them and assist the team in achieving their goals. Ensure that collectors are working as per the approved operation procedures, and towards goals assigned. Review exceptions and interact directly with issue customers/ important customers and also coordinate across various departments to ensure customer issues are resolved.

Key Responsibilities
• To ensure monthly targets are achieved according to the plan.
• Review the allocation strategy for each month after discussion with the Collection Manager.
• To make sure that Collectors are calling on the assigned cases as per the standard operating process.
• To make sure that appropriate efforts is put in, in a regular sustained manner through the course of the month and all actions are being taken to maximize recoveries from the portfolio.
• To resolve the exception cases highlighted by collectors and to ensure appropriate action are taken to assess all options to recovery effectively and amicably from the customer.
• To identify accounts for escalated actions, getting new contact details, legal actions etc. based on follow up and feedback.
• To intervene during problem calls/ situations faced by Collectors while calling if the collectors find it difficult to handle the call by themselves.
• It shall be the responsibility of the supervisor to handle the customer with the assistance of the concerned Collector. Avoid situations where collectors interact directly with the customer.
• To check for other relationships that the customer may have with the bank and also review for CASA accounts, FDs, MMC on a regular basis and seek appropriate approvals to have these liquidated and credit proceeds to the customer’s delinquent credit products.
• To ensure that settlements are raised in a timely manner and to the appropriate ADM.
• To ensure that once accounts are settled, PN are being released and CLs are being issued after checking and ensuring no other relationships exists with the bank.

Knowledge, Skills and Experience
• Must have a Graduate Degree.
• At least 3 – 5 years of experience in a collections handling position.
• Should possess people management skills and have a fair understanding of credit processes and information systems related to it (MashreqBank / OFC products).