Deskripsi Pekerjaan
Join Metropolitan Bank and Trust Company as a Collections Team Lead and drive financial recovery excellence in our dynamic banking environment. As a key leadership role, you'll supervise and mentor a dedicated team of pre-delinquent, front-end, and skips collection agents while implementing strategic initiatives to minimize credit losses. This position offers the opportunity to shape collection policies, optimize recovery processes, and ensure compliance with regulatory standards. You'll collaborate with credit risk teams to develop intervention strategies and analyze performance metrics to continuously improve collection efficiency. The ideal candidate will thrive in a fast-paced financial services setting where their leadership directly impacts the bank's asset quality and customer relationships.
Tanggung Jawab
- Supervise and motivate a team of 10-15 collection agents handling pre-delinquent accounts, front-end collections, and skip tracing activities
- Develop and execute collection strategies aligned with bank policies and regulatory requirements
- Monitor team performance metrics including recovery rates, call volume, and compliance adherence
- Coach agents on negotiation techniques, customer communication, and delinquent account resolution
- Prepare comprehensive performance reports and recommend process improvements
- Escalate complex cases and collaborate with legal/credit risk departments
- Train new hires and conduct ongoing skills development sessions
- Ensure adherence to FDCPA and other consumer protection regulations
Kualifikasi
- Bachelor's degree in Business, Finance, Economics, or related field
- Minimum 3 years collections experience with 1+ years in team leadership
- Proven track record in managing delinquent portfolios and recovery targets
- Expert knowledge of collection regulations (FDCPA, BSP guidelines)
- Advanced proficiency in CRM systems and collection software
- Strong analytical skills with data-driven decision making abilities
- Excellent communication and conflict resolution skills
- Experience in developing team KPIs and performance improvement plans