SB Finance | Recovery and Litigation Officer

Job Summary A Post Write-off Agency Officer manages the performance of Accredited Collection Agencies to achieve the recovery targets while complying with the service level agreement, policies, procedures, code of conduct, and regulations. Duties and Responsibilities Policy & Procedures • Ensure agency collectors comply with service level agreement, company policy, procedures, and code of conduct at all times Performance Management • Closely monitor recovery performance through weekly review of the recovery forecast • Review and approve haircuts and legal action • Implement recovery programs and strategies through clear communication to agencies • Review daily performance dashboard to compare actual vs forecast vs last month performance in order to ensure month end targets are achieved as plan • Collect feedback and provide support to agencies in order to strengthen the recovery process • Follow up a specific litigation accounts to drive recovery performance in order to make sure payment receive in timely manner People Management • Motivate, supervise, and coach agencies on tasks • Share and advise on problem-solving solutions • Monitor in order to ensure agencies have dedicated workforce and create an effective and efficient team. Service Quality • Supervise, monitor and coach agencies to maintain service quality, including solving customer complaints • Ensure accurate and timely billing and payout Control & Monitoring • Perform operational control and monitor agencies according to company targets, service level agreement, policies, procedures, and regulations • Perform regular audits of the agencies Communication • Host regular meetings with the agency management team to provide and receive feedback on account handling, performance, complaints, etc.