Assistant Collection Manager

Position: Assistant Collection Manager will support the Collection Manager in overseeing the debt recovery processes of Fairdebt Solutions Pvt Ltd. This role involves managing a team of agents responsible for customer collections, ensuring compliance with regulatory standards, and achieving the company's collection goals. The ideal candidate will have strong leadership skills, experience in debt recovery, and the ability to handle multiple tasks efficiently.

Location: HSR Layout Sector 1

Key Responsibilities

Team Management

Lead and supervise a team of tele-collection agents and Team Leaders.

Set daily, weekly, and monthly targets for the team based on collection goals.

Monitor team performance to ensure agents meet call quotas, collection rates, and customer satisfaction metrics.

Provide coaching, training, and guidance to agents to improve their skills and performance.

Conduct performance reviews and implement improvement plans when necessary.

Debt Collection Strategy

Develop and implement effective strategies for debt collection over the phone.

Monitor customer interactions to ensure adherence to compliance standards, ethical collection practices, and company policies.

Handle escalated customer issues or disputes regarding debt recovery.

Coordinate with legal and finance departments when necessary for high-value or complex cases.

Data Management and Reporting

Track and report on the performance of the collection team (e.g., recovery rate, contact rate, promise-to-pay rate).

Use analytics tools to generate reports that show progress toward debt collection goals.

Maintain accurate and up-to-date records of all debtors, including contact history and payment status.

Analyze collection trends and recommend adjustments to improve outcomes.

Client Interaction and Communication

Build and maintain relationships with clients, understanding their needs and ensuring satisfaction with recovery processes.

Communicate clearly with debtors to negotiate repayment plans, ensuring that agreed terms are adhered to.

Develop and maintain scripts or guidelines for agents to use during debt recovery calls.

Address any client concerns regarding debt collection practices or outcomes.

Compliance and Risk Management

Ensure that all debt collection activities comply with relevant laws and regulations, such as the Fair Debt Collection Practices Act (FDCPA) or equivalent local legislation.

Manage and mitigate risk related to debt collection, ensuring that all activities are ethical and within the legal framework.

Train the team on best practices for compliance and legal obligations.

Process Improvement

Continuously assess and improve internal processes for debt recovery, optimizing the use of technology and resources.

Stay up-to-date with industry trends and legal requirements to adjust strategies and practices accordingly.

Implement feedback loops from both clients and agents to improve performance.

Skills and Qualifications

Leadership and People Management

Strong leadership abilities with the capacity to motivate, guide, and manage a team.

Excellent communication skills to handle diverse and challenging interactions, both with team members and debtors.

Debt Recovery Knowledge

Understanding of debt recovery processes and techniques.

Familiarity with laws and regulations governing debt collection.

Analytical and Reporting Skills

Ability to analyze data and generate actionable reports.

Familiarity with CRM and debt management software for tracking collections.

Negotiation and Conflict Resolution

Strong negotiation skills to work out repayment arrangements with debtors.

Ability to resolve disputes or issues with tact and professionalism.

Time Management and Organization

Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Education and Experience

A degree in business, finance, or a related field is often preferred.

Experience in a debt collection role, especially in a managerial or supervisory capacity, is required.

Challenges in the Role

Managing high-pressure situations, especially when dealing with difficult or non-cooperative debtors.

Ensuring compliance with legal standards while achieving aggressive recovery targets.