About The Team
We are seeking a highly motivated and detail-oriented Outsourced Collections Management to oversee and analyze performance of external collection agencies (Outsource Agencies – OA). This role involves preparing performance reports, managing agency allocation, tracking debt collection results, and identifying process improvement opportunities.
Job Description
- Serve as the primary point of contact for all outsourced collection partners.
- Monitor, evaluate, and manage vendor performance against established KPIs and service level agreements (SLAs).
- Conduct regular business reviews with vendors to discuss performance, share feedback, and identify opportunities for improvement.
- Manage the allocation of accounts to different agencies based on their performance, specialty, and portfolio segmentation.
- Analyze operational data, generate insights, and provide strategic recommendations for continuous improvement.
- Collaborate with Quality Assurance and Training teams to align processes with internal standards and improve agent performance.
- Lead and support continuous improvement initiatives, including quality enhancement and automation projects.
- Implement and refine quality assurance frameworks in alignment with business goals.
- Assist in developing and enhancing tools to improve debt tracking and collection efficiency.
- Coordinate and lead monthly performance review meetings with OAs.
- Perform additional tasks and projects as assigned.
- Ensure all outsourced collection activities adhere to federal, state, and local debt collection laws and regulations.
- Conduct regular audits of agency practices, including call monitoring and documentation review, to ensure compliance and quality.
Requirements
- Bachelor's degree in a related field.
- Minimum of 1 year of experience in MIS, reporting, or data analysis.
- Background in banking or financial services; experience in collections is a strong advantage.
- Proficient in Microsoft Excel or Google Sheets (including Pivot Table, VLOOKUP / XLOOKUP, and VBA).
- Familiarity with business intelligence or data visualization tools is preferred.
- Strong communication and interpersonal skills for both Thai and English
- Excellent analytical, logical thinking, and problem-solving abilities.
- Service-oriented mindset with a proactive and positive attitude.
- Ability to prioritize tasks effectively and work under pressure in a dynamic environment.
- Strong presentation and documentation skills.
- Creative thinker committed to continuous learning and process improvement.
- Having knowledge about litigation processes or delinquent accounts is a plus.
