Job Requirements
About the Role
The Collection Manager - Central Settlements is responsible for overseeing the settlement process within the Call Center Collections department for Retail Assets. This role involves driving overall settlements, ensuring timely case resolution, and maximizing settlement values. The manager will also be accountable for achieving key performance metrics and maintaining high standards of customer contactability and schedule adherence across varied locations.
Key Responsibilities
Primary Responsibilities
- Drive overall settlements and ensure cases are resolved within the defined Turnaround Time (TAT) with a success rate above 95%.
- Negotiate on 100% of assigned cases to improve settlement outcomes.
- Increase the value of initial settlement offers through effective negotiation.
- Ensure collections are completed on the agreed settlement values.
Secondary Responsibilities
- Monitor and enhance customer contractability.
- Ensure adherence to login schedules and prescribed working hours.
- Manage and track schedule adherence and performance input measures.
What We Are Looking For
Education
- Graduation in any discipline.
Experience
- 2 to 5 years of relevant experience in collections or settlements.
Skills and Attributes
- Strong negotiation and communication skills.
- Ability to manage multiple cases and meet performance targets.
- Proficiency in tracking and reporting metrics.
- Customer-centric approach and attention to detail.
