Pepper Advantae - National Collection Manager

The National Collection Manager - Early Bucket will lead and manage both field and contact center operations for the recovery of overdue accounts in the early-stage bucket. This role requires expertise in driving collection strategies, building and managing efficient teams, and ensuring compliance with industry standards.

Key Responsibilities:

Collection Strategy & Execution:

- Develop and implement recovery strategies for early-stage overdue accounts across field and contact center channels.

- Drive initiatives to minimize roll rates and ensure timely collections through multi- channel approaches.

2. Contact Center Management:

- Oversee the operations of a centralized contact center for collections, ensuring high productivity and quality.

- Develop scripts, training materials, and call strategies tailored to various customer segments.

- Monitor and improve key contact center metrics, such as call connect rates, promise- to-pay conversions, and recovery percentages.

3. Field Operations Management:

- Supervise field collection teams across regions to ensure effective on-ground recovery efforts.

- Develop localized field collection plans to address regional nuances in customer behavior.

4. Team Leadership:

- Lead and mentor both field and contact center teams, including regional and zonal managers.

- Provide ongoing training and skill development for team members to enhance their effectiveness.

5. Process Optimization:

- Streamline workflows between the contact center and field teams for seamless collaboration and follow-up.

- Leverage technology to track performance, monitor collections, and generate real- time insights.

6. Customer Relationship Management:

- Foster a customer-centric approach in both field and contact center interactions, ensuring respectful and solution-oriented communication.

- Implement flexible repayment plans for customers facing financial hardships, when feasible.

7. Compliance & Risk Management:

- Ensure adherence to all regulatory guidelines and internal policies for both field and contact center operations.

- Address customer grievances promptly and ensure ethical recovery practices are followed.

8. Stakeholder Engagement:

- Collaborate with credit, risk, and legal teams for escalations and resolution of high-risk cases.

- Provide regular updates and reports to senior leadership on recovery performance and trends.

REQUIRED QUALIFICTAION & EXPERIENCE :

- Bachelor's degree in Finance, Business Administration, or a related field (MBA preferred).

- Minimum of 15 years of experience in field and contact center collections, with 7+ years in a leadership role managing early-stage delinquencies.

TECHNICAL PREFERRED SKILLS

- Expertise in managing early-stage overdue accounts across field and contact center operations. Proven ability to lead large, diverse teams in a high-pressure environment.

- Strong analytical skills with proficiency in collection tools and CRM platforms.

- Excellent communication, negotiation, and conflict-resolution skills.

- In-depth knowledge of compliance and regulatory standards in collections. Ability to develop and implement innovative collection strategies.