Enterprise Collections Supervisor
Docomo Pacific
04.2014 - Current
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Researched accounts and completed due diligence to resolve collection problems.
- Reported on and recommended actions related to financial stability of potential clients.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Documented conversations with consumers and research into accounts.
- Interviewed and assisted in selection of candidates for collections positions on team of Number.
- Mentored junior staff members on best practices in debt collection techniques and procedures.
- Reduced delinquency rates with proactive account management and timely followups.
- Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Prepared and delivered performance reviews of Number collections agents to support continuous improvement of department.
- Identified needs and provided training to clarify expectations of collections agents.
- Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
- Processed payments and applied to customer balances.
- Generated and mailed updated statements monthly and processed demand letters.
- Recommended and implemented techniques to improve productivity and cut costs for company.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Reviewed delinquent accounts daily, prioritizing efforts based on balance size and days past due status.
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
