SB Finance | Pre-Write Off Officer

POSITION TITLE : Pre-Write-off Agency Officer REPORTS TO : Agency Manager DIRECTLY SUPERVISES : (N/A) RANK/LEVEL : Assistant Manager UNIT / DEPARTMENT : Pre-Write-off Unit / Collection & Recovery DIVISION : Risk NEW OR EXISTING ROLE? : ☒ New ☐ Existing JOB SUMMARY Provide an overall high-level summary of the role. In two or three sentences, describe why the job exists and what the work involves. A Pre-Write-off Agency Officer manages the performance of Accredited Collection Agencies to achieve the targets while complying with the service level agreement, policies, procedures, code of conduct, and regulations. PRINCIPAL DUTIES AND RESPONSIBILITIES List, in order of importance, the five to six essential functions, key activities and decision-making areas of the job. It may help to specify the typical target(s) and how success will be measured for each activity. Strategic Planning & Budgeting • Monitor multiple delinquency buckets performance and trends at the agencies • Propose proper actions to agencies to address any strategy changes required to achieve collections target Policy & Procedures • Ensure agency collectors comply with service level agreement, company policy, procedures, and code of conduct at all times Portfolio Management • Monitor agency’s performance to ensure that team can achieve the targets. • Provide daily collection forecasting and propose appropriate action to achieve the collection targets 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. It is accepted and understood that the employee may perform other related tasks which may be assigned from time to time.