Managing Team: Lead and supervise team to achieve performance targets, manage escalations, and improve customer experience.
Engaging with Customers: Handling inbound/outbound calls with a focus on managing customers collections, billing related queries, and follow up
Building rapport and responding to customers enquiries in an appropriate manner, offering personalized service with a “can do” attitude. Maintain a professional, empathetic approach with every customer
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Engaging with Customers: Handling inbound/outbound calls with a focus on managing customers collections, billing related queries, and follow up
Building rapport and responding to customers enquiries in an appropriate manner, offering personalized service with a “can do” attitude. Maintain a professional, empathetic approach with every customer
Cross-Functional Collaboration: Partner with other functions e.g. Billing team to resolve blockers
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Subject Matter Expert (SME) for Collections processes, including delinquency and workflow management, recoveries, write-offs, legal collections, and customer communications.
Translate business requirements into functional and technical specifications aligned with the target collections platform.
Validate functional designs, configurations, and solution approaches to ensure they meet business intent and regulatory requirements.
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Lead end-to-end collections management for Consumer and Emerging Business portfolios across early delinquency, prevention, recovery, and rehabilitation activities.
Drive portfolio performance by managing delinquency, NPL, write-off, and Specific Provision (SP) levels within approved risk appetite and budget.
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Manage and execute collections activities for assigned accounts receivable (A/R) across multiple business segments, ensuring timely resolution and compliance with company policies.
Proactively identify at-risk receivables and implement strategies to optimize collection performance, achieve aging targets, and reduce Days Sales Outstanding (DSO).
Partner with Collections and Credit Analysts to negotiate and implement payment solutions that comply with company policies, ensuring timely resolution and improved cash flow.
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