Agency Manager / Coordinator - Remedial

Productivity:

• Allocates assigned auto loan accounts to the groups of In House and TPSP. This includes the assessment of historical figures of the teams, concentration of accounts per area and availability of resources
• Monitors and reports the productivity and overall status of the team to the bucket manager and remedial tele department head. Performs the timely undertaking of collection activities, or ensures the same by the In House and TPSP personnel assigned
• Accomplishes or reviews the productivity report to ensure Banks compliance to laws and regulations which may have an impact on the Banks legal stand on the loan recovery
• Performs coaching and mentoring of remedial collections associates, remedial officers and TPSP personnel assigned Conducts analysis of training and intervention needed and provides the same
• Recommends and coordinates repossession strategies to improve teams overall work output
• Accommodates escalations and performs negotiation and persuasion of the client to surrender the vehicle and/or pinpoint the vehicles possessor and location which can no longer be completed by the repossessors in his team. Involves a balance between the loan recovery and the Banks customer service outlook
• Accommodates encoding of the daily attendance records, leaves, overtimes, etc. of subordinates in the Banks systems
• Reviews liquidation and/or reimbursement of the expenses incurred in the conduct of daily collection/repossession activities within the Banks timelines according to the Policies and Procedures Manual (PPM)

Quality Assurance (QA), Compliance and Service Quality

• Ensures compliance with all BSP and other regulatory entities and adheres to the established field process and results monitoring and phone/email monitoring guidelines, and other related internal processes
• Meets the minimum requirements of quality objectives
• Promotes a customer service-centric approach and addresses customer issues and/or concerns in a timely manner, conducts root cause analysis and prepares necessary reports and/or feedback, and action plans to resolve complaints
• Acts as first level escalation support for internal and external customers

Group Score

• Examines loan portfolio movement to build strategies for execution in production conducive to flowrate improvement
• Resolves capacity requirement to ensure optimal allocation of resources and renders capacity planning on a regular basis. Ensures Account to Collector Ratio (ACR) is congruent to the number of accounts per available Full Time Employees (FTEs)