Collections Analyst

Agency Management & Optimization:

• Oversee the complete lifecycle of third-party collection agencies, from initial onboarding and comprehensive training to ongoing performance monitoring and compliance enforcement.
• Develop and implement strategic initiatives to enhance collection efficiency, improve agency productivity, and optimize overall performance.
• Proactively identify performance gaps within agency operations and recommend data-backed solutions to achieve and exceed collection targets.
• Maintain relations with collection agencies by monitoring and communicating their KPIs regularly

Performance Tracking & Reporting (MIS):

• Design, develop, and maintain robust Management Information Systems (MIS) for comprehensive collections performance reporting.
• Track, analyze, and compare agency performance using a variety of data-driven metrics, including collections performance reports
• Prepare and disseminate daily, weekly, and monthly performance reports and dashboards to internal stakeholders and external agency partners, highlighting key trends and insights.
• Conduct in-depth performance tracking to monitor individual agency and portfolio-level collections effectiveness, identifying areas for improvement and recognizing strong performance.

Communication & Collaboration:

• Facilitate regular performance review calls and quality assurance (QA) sessions with agencies to ensure consistent application of strategies and alignment with organizational goals.
• Address and resolve collection-related escalations promptly and effectively, prioritizing positive customer experience and operational efficiency.
• Collaborate cross-functionally with teams such as Compliance, Legal, Product, and Tech on projects aimed at process optimization, new feature rollouts, and data enhancement.

Process Improvement & Compliance:

• Continuously evaluate and refine collection strategies and Standard Operating Procedures (SOPs) to maximize operational outcomes and ensure strict adherence to regulatory requirements and internal policies.
• Contribute to the development of best practices in collections and agency management.

Qualifications

Must haves:

• 1+ years of experience in collections
• Deep understanding of excel and data analysis
• Good communicator and a team player
• Good presentation skills
• Passionate about improving processes and taking initiatives