Collections Lead

UnionDigital Bank is looking for an experienced Collection Lead who will oversee the business’ financial collection department and will supervise the staff to ensure that all money owed to the company is billed and received correctly and in a timely fashion. The Collection Lead will be the head of the collection department and will report directly to the company’s Lending Operations Head. This role will closely work with UnionBank collections and UnionDigital leadership teams.

Key Responsibilities, Deliverables:

• Direct the development, execution, and performance tracking of collections strategies to drive efficiency based on insights provided by stakeholders (Credit Risk, Sales, Finance, Data Science).
• Create Content Strategy for different Collections Tools: Script, SMS, IVR, Emails, voice-bot.
• Regularly analyze key performance indicators (KPIs) and perform trend analysis to provide concise summaries and root-cause analysis of performance trends to senior management.
• Overall responsible for planning resources and monitoring of budget execution
• Work closely with UBP Collections Team and Lending Operations Team to achieve targets and goals.
• Ensure new agencies are onboarded if needed and overall responsible for managing performance of collection agencies.
• Responsible for adding new collection channels & improving collections per channel.
• Responsible for interviewing and hiring staff members, providing training, creating work schedules, filing timesheets, and performing any disciplinary actions.
• Ensure no fraudulent activity is done by any agents. Create processes and policies to ensure transparent transactions are done on a daily basis.
• Responsible for minimizing the company’s financial losses by researching, developing and implementing collection procedures that reduce the amount of delinquency they encounter.
• Create processes and practices to ensure all agents are delivering the best quality performance day over day.
• Regularly coordinate with other teams and departments to ensure all Collections deliverables are meeting key KPIs.
• Establish and drive Quality Monitoring standards to ensure each transaction is error free. Work closely with QA team to ensure high quality.
• Work closely with the direct manager to deliver all key tasks and requirements on time.
• Support continuous improvement, including processes, systems, and outside support targeted to improve collection efficiencies.
• Overseeing third-party collection agencies’ efficiency.
• Identifying opportunities to reduce Collections costs without the negative impact on collection performance.

Technical Competencies:

• Expertise in managing collections officers/agents in a lending environment
• Technical exposure in collections systems/CRMs
• Experienced in creating standard operating procedures, including process flows, scripts and rebuttals for Collections/recovery channels

Culture Fit and Values:

• Open to new ideas and innovation
• Celebrates a diverse perspective
• Has the courage to speak-up and challenge ideas
• Collaborative; ego out the door
• Values trust and transparency
• Tech-savvy
• Good verbal and written communication skills
• Can work independently with minimal supervision
• Flexible to work on shifting schedule (including weekend and holiday)

Qualifications:

• Highly proficient in computer software programs such as word processors, spreadsheet programs and database systems.
• Knowledge of collection laws in the Philippines.
• Knowledge of credit authorization, and billing procedures and practices.
• Strong knowledge of collections best practices, call center operational management, collection metrics
• Familiar with Customer Relationship Management software.
• Strong probing, communication, analytical, problem solving and decision-making skills to effectively resolve complex customer and employee issues.
• A degree in business or any related field is preferred but not required.
• Minimum 5 years of team leading experience in collecting, accounts receivable or any related area.