For Recruiters

Collections Lead

GXS Bank Singapore
Posted 3 days ago Permanent S$6k - S$11k
G
Posted by
Geraldine Wong
Recruiter
The Collections Lead is responsible for running the Collections operations and strategy (call centre, skip tracing and working with External Collection Agencies if need be) for consumer and SME portfolios in Singapore.

 

Job Responsibilities:

  • Manage the delinquent portfolio end-to-end; from early delinquencies to non-performing and write-offs
  • Monitor and control delinquency, minimise credit losses and improve resolution rates through effective digital strategies 
  • Review and improve Collections processes to ensure overall efficiency in terms of customer contacts, early warning signals and recovery techniques 
  • Provide regular inputs to management on delinquency trends, early warning signals from the newly booked portfolio and flow rate velocity and recovery indicators 
  • Run the Collections function on a day-to-day basis (system performance, worklist assignment, call centre, skip tracing, field collections, liaising with external agencies, reporting) 
  • Ensure the processes and policies are documented, updated and in compliance to statutory, regulatory and bank’s requirements
  • Develop comprehensive training plan and conduct trainings for new officers
  • Manage and mentor the team
  • Monitor the teams’ and officers’ productivities
  • Review officers’ performances; conduct appraisals and coaching to continuously improve the standard of the performances 
  • Review customer feedbacks and develop resolution timeframe and benchmarks
  • Partner with product teams and business units to coordinate Collection’s activities across the bank
  • Engage external agencies (legal/outsource) for instituting credit recovery strategies 
  • Benchmark against best practices and industry standards 
  • Coordinate any independent or thematic review as required
  • Take on additional projects and tasks assigned by reporting manager

Our Ideal Candidate:

  • Have at least 5years experience in a Collections context with at least 3years experience in a direct supervisory position
  • Well versed in the bank products and processes
  • Possess strong communication, good interpersonal and people management skills
  • Possess a logical and analytical mindset
  • Able to think outside the box and suggest innovative ways that Collections can be run
  • Experienced in managing and using Debt Manager system a plus
  • Good with SQL, VBA Macro and primary Microsoft applications a plus
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