Collections Team Leader Citi Enterprises

AGENCY ROLE JOB /BOTH DRA AND NON-DRA CAN APPLY

Key Responsibilities:

• Lead, motivate, and supervise the collections team to achieve collection targets.
• Monitor daily collection activities, both in-house and in the field.
• Assign and manage field visit schedules for collection agents.
• Analyze delinquent accounts and determine appropriate collection strategies.
• Conduct field visits for high-value or sensitive accounts when necessary.
• Train team members on effective field collection techniques and safety protocols.
• Ensure accurate documentation of all collection efforts, including field interactions.
• Review and escalate unresolvable cases to the appropriate authority.
• Coordinate with legal and compliance teams on escalated default accounts.
• Prepare and present regular reports on team performance and recovery rates.
• Maintain up-to-date knowledge of relevant laws and company policies related to collections.

Field Visit Knowledge & Skills:

• Strong understanding of field collection strategies and risk assessment.
• Ability to plan and optimize field agent routes for efficiency.
• Familiarity with using GPS and mobile collection tools or apps.
• Skilled in conducting difficult face-to-face negotiations and resolving disputes.
• Knowledge of customer profiling and regional payment behavior.
• Capable of handling security issues and conflict during field recovery.
• Understanding of legal limitations and ethical guidelines during field collections.