Job Description
Assist the collection manager to manage the Risk Mitigation portfolios to achieve the monthly team targets set – namely key productivity metrics and flow rates
Job Background/context: Collection needs an experienced and full time senior officer to lead the Remedial team in providing solutions to financially distressed customers within the Remedial Policy guidelines
Duties and Responsibilities
Your main responsibilities in this role include the following:
Tracking and monitoring of Rewrites and Forbearance requests (In progress, Rejected and Booked cases);
Responsible for all other Remedial programs launched, such as Forbearance, Emergency Relief Plans, and Payment Deferrals
Co-ordinate and follow up with other units and department (CIU / Document collection Unit and etc.) to expedite the process and reduce Turn Around Time (TAT) for remedial processing and bookings
Ensure strict controls are in place for offered restructuring solutions (Rewrites, Settlements, Forbearance and etc.)
Review Rewrite files on individual basis
Review account eligibility for Re-age for further confirmation and booking
Periodically review the Remedial process and provide feedback with suggestions to improve the process;
Ensure adequate team capacity is in place to contribute the expected results
Timely submissions of performed checks and feedback to Controls/Compliance departments;
Perform call monitoring to evaluate quality of calls with further coaching and feedback to collectors;
Analyze daily reports with performance numbers achieved and evaluate for further improvement;
Report the progress on daily, weekly and monthly basis to management;
Work in close conjunction with the Collections Manager on upcoming new strategies
Close and daily monitoring of the collections intensity reports to ascertain any bleeps in particular portfolio cycles
Anticipate and recommend appropriate action plans to address potential deterioration
Monitor and counsel non-performers within the team by regular coaching, and encourage top performers on an active basis
Awareness and adherence to GCCFRP, Global consumer debt collections best practices and complaints policies.
Development Value:
For the candidate this is great opportunity to work with a high size team and gain experience in best collection practices.
Opportunity to work in a fast-paced environment with multiple priorities and challenging targets.
Progression to Collections Manager
Lateral movement possible within other teams to learn new tasks and responsibilities
Progression to other units within O&T for job skill enhancement or for change.
Job Requirements
5+ years experience in Collections
Familiarity with existing Collections system and processes preferred
Previously managed a team of over 10 staff
Ability to think out of box suggestions
Effective time management skills
Strong understanding of business priorities and criticality of adherence to timelines
Effective communication within all management layers and strong coordination skills
Strong knowledge on internal and external collection operational processes
High level of understanding of controls framework and importance of escalation and transparency
Good interaction with internal and third parties maintaining Citi standards and ethics level at all times
Bachelor’s Degree preferred
Results oriented, assertive, innovative, resourceful and attentive to details
Ability to work in fast-paced environments, multitask and react in short timeframes
Creative approach while dealing with ambiguity with the ability to anticipate challenges and develop innovative solutions
