Job Summary:
The Team Leader for Field Collection Agents is responsible for supervising and guiding a team of field agents tasked with collecting outstanding payments or recovering company assets. The Team Leader ensures that the team meets collection targets, adheres to company policies, and delivers a high level of professionalism while managing debtor interactions. This position involves training, monitoring, and providing support to the field collection agents, as well as handling escalated cases and reporting on the team’s performance.
Key Responsibilities:
1.Team Supervision
- Lead and manage a team of field collection agents.
- Assign collection targets and territories to agents.
- Monitor daily performance and track productivity.
2.Performance Management
- Set and review performance goals for the team.
- Provide regular feedback, coaching, and mentorship to improve performance.
- Conduct performance evaluations and provide recommendations for promotions, bonuses, or corrective action.
3.Training and Development
- Train new field agents on company policies, debt collection procedures, and negotiation strategies.
- Organize ongoing training sessions to update the team on legal requirements, customer service practices, and new technology/tools.
4.Field Operations Coordination
- Oversee the scheduling and deployment of field agents to ensure optimal coverage and efficiency. Hiring for FCA /FOS in vacant position in his assigned location /area.
- Ensure agents have all necessary tools and resources (e.g., documentation, payment systems, mobile devices).
5.Escalation Management
- Handle difficult or escalated cases that require senior-level attention.
- Resolve disputes with clients, negotiate settlement terms, and manage high-priority accounts directly if needed.
6.Compliance and Reporting
- Ensure all team activities comply with company policies, local laws, and regulatory requirements related to debt collection.
- Maintain accurate records of collection efforts and performance metrics for each agent.
- Prepare and submit regular reports to senior management on the team’s progress, challenges, and achievements.
7.Client Relationship Management
- Build and maintain positive relationships with clients and debtors, aiming to preserve the company's reputation.
- Address client concerns or complaints regarding collection methods or payment processes.
- Develop strategies to improve client experience during the collection process.
8.Strategic Planning
- Collaborate with management to create effective debt recovery strategies and improve collection procedures.
- Identify and implement new tools, technologies, or methodologies that can boost team efficiency and recovery rates.
9.Budget and Resource Management
- Assist in managing the budget for field operations, including travel expenses, equipment, and other resources required by the agents.
- Ensure cost-effective practices while maximizing debt recovery.
Skills and Qualifications:
1.Educational Background
- Bachelor’s degree in business, finance, or a related field (preferred).
- Relevant certifications in debt collection (DRA), management, or customer service (preferred).
2.Experience
- Minimum 3-5 years of experience in collections, with at least 2 years in a leadership or supervisory role.
- Experience managing a team of field agents or customer-facing roles.
- Familiarity with debt recovery processes and relevant legal frameworks.
3.Leadership and Team Management
- Proven ability to lead, motivate, and manage a team to achieve targets.
- Strong decision-making and problem-solving skills.
- Conflict resolution skills, especially in handling escalated cases.
4.Communication Skills
- Excellent verbal and written communication skills.
- Strong interpersonal skills for managing relationships with team members, clients, and customers.
- Negotiation skills to handle difficult cases and settlements.
5.Organizational Skills
- Ability to organize field operations efficiently, including task delegation and scheduling.
- Strong time-management and multi-tasking abilities to oversee multiple agents and cases simultaneously.
6.Technical Proficiency
- Proficient in Microsoft Office (Excel, Word) and experience using CRM or collection management software.
- Familiarity with mobile technology and digital payment systems for field operations.
7.Personal Attributes
- High level of integrity and professionalism.
- Ability to work under pressure and meet tight deadlines.
- Detail-oriented with a focus on accuracy in reporting and compliance.
Work Environment:
- Combination of fieldwork (overseeing operations) and office-based work (for reporting, strategy meetings, etc.).
- Frequent travel within the designated area to monitor agents or resolve issues on the ground.
Performance Indicators:
- Team’s collection rate and recovery success.
- Achievement of collection targets and KPIs.
- Quality and efficiency of team operations. Attrition % and Rehiring.
- Client and customer feedback.
- Compliance with legal and regulatory requirements.
Career Path:
- Senior Team Leader or Collection Manager.
- Regional Operations Manager for Collections.
- Other roles in financial services or operations management.
This role is critical in ensuring the effectiveness of the field collection team and driving the company’s debt recovery success through leadership, strategy, and operational excellence.
