Collection Support Specialist, Risk Management Group

Company : Dbs Bank Limited

Job Type : Full Time

Singapore

Number of Applicants

000+

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Job Description - Collection Support Specialist, Risk Management Group

This role aims to ensure effective oversight and performance management of external collection agencies (DCAs) and support internal collections operations through rigorous review, coordination, and support functions. The objective is to maintain high service levels, compliance, and operational efficiency within the Risk Management Group by managing vendor oversight, enhancing call quality, and fostering agent engagement.

Responsibilities:

1. Service Delivery and Vendor Oversight:

Coordinate, conduct, and finalize bi-annual site visits to Debt Collection Agencies (DCAs) in collaboration with relevant stakeholders.
Evaluate and review operational site visit assessments and checklists with the Service Delivery Manager (SDM) to identify areas for improvement and compliance.
Conduct and complete monthly Service Level Agreement (SLA) reviews with DCAs to ensure adherence to contractual obligations and performance targets.
Investigate and address site visit issues, operational errors, and incidents reported by DCAs, ensuring the implementation of appropriate and timely remediation actions.
Provide comprehensive support and facilitation for both internal and external audits pertaining to DCA activities.

2. Call Quality Assurance and Performance Enhancement:

Perform systematic reviews of sampled calls from Collections Agents to assess adherence to established protocols, identify performance gaps, and provide constructive feedback aimed at improving effectiveness.
Collaborate with Collections Managers to ensure that necessary coaching and development initiatives are provided to agents based on call review feedback, fostering continuous improvement in collection practices.

3. Other Support Activities

Develop, prepare, and coordinate quarterly recognition programs for Collections Agents to acknowledge and reward high performance and contributions.
Support and facilitate the annual EXSA program for agents, promoting a culture of service excellence and recognition.
Any other support activities as assigned.

Requirements

Degree or Diploma in any related field.
Preferably at least 3 years of experience in credit collection within the banking sector.
Possess good analytical and decision-making skills.
Display a high degree of team spirit and professionalism, with the ability to cooperate harmoniously and productively with team members and stakeholders.
The primary office location is at Changi Business Park
Familiarity with outsourcing policies and guidelines.

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Collection Support Specialist, Risk Management Group

Job Description - Collection Support Specialist, Risk Management Group

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