Job Description
Training & Development:
Design and implement a comprehensive training curriculum for CS credit staff, focusing
on professional email etiquette and process adherence.
Conduct training sessions on topics such as business writing, structured problem-solving,
and managing difficult customer inquiries via email.
Develop specialized training modules to address performance gaps identified through
email quality audits and KPI analysis.
Provide one-on-one coaching and mentoring to senior agents to enhance their written
communication skills and prepare them for leadership roles.
SOP & Documentation
Collaborate with management and Team Lead to document and formalize all CS email
response processes and workflows.
Create and maintain a centralized repository of email templates (macros), standard
operating procedures (SOPs), and reference documents.
Ensure all written documentation and templates are compliant with internal policies and
external regulations.
Regularly review and update existing SOPs to reflect changes in CS strategy, system
updates, or regulatory requirements.
Quality & Compliance
Perform regular quality audits of email interactions and performance data to identify
training needs and process gaps.
Help establish and enforce quality standards for all written agent-customer interactions to
ensure a consistent brand voice.
Develop training on compliance best practices and the Debt Collection Act, PDPA, etc., to
minimize legal and reputational risk in written correspondence.
Conduct Root Cause Analysis on service failures to propose process improvements for
the CS team. (BSAT)
Requirements
- Bachelor's degree or higher in Law, Business Administration, or a related field.
- At least 1 years of experience in training or as a team leader in a collections environment.
- Strong understanding of collection processes, both systematic and conversational/negotiation
skills.
- Excellent communication, presentation, and motivational skills.
- Systematic approach to problem-solving, planning, and documentation.
- Knowledge of debt collection laws or certification under the Debt Collection Act is a significant
plus.
- Ability to conduct Root Cause Analysis to propose process improvements.
- Proficiency in analyzing and summarizing both qualitative and quantitative data.
- Attention to detail, impartiality, and a positive attitude toward teamwork.
- Understanding of collection processes and compliance standards related to debt collection laws
is a plus.
- Proficiency in spreadsheet applications (e.g., Excel, Google Sheets)
- Strong communication skills in both written and spoken English and Thai.
- A positive attitude, willingness to learn, and a proactive approach to work.
