Collection Manager

The Collection Manager at Money Fellows is responsible for leading and managing the Collection Department within the organization. The primary objective of this role is to ensure the timely and effective collection of outstanding payments from customers. The Collection Manager will oversee a team consisting of TPA agents, Collection Agents, and the legal team. They will work closely with the Head of Operations Payment to achieve collection targets, maintain positive customer relationships, and drive process improvements. 

Main Responsibilities:

• Develop and implement collection strategies and procedures to maximize the recovery of outstanding payments. 

• Lead and motivate the TPA agents, Collection Agents, and the legal team, providing guidance, coaching, and training to ensure high performance and productivity. 

• Monitor and analyse collection performance metrics, identifying areas for improvement and implementing corrective actions as necessary. 

• Oversee the handling of delinquent accounts, ensuring appropriate and timely follow-up actions are taken to recover outstanding payments. 

• Collaborate with the legal team to manage cases where customers are not interested in continuing to pay their instalments after the pay-in. 

• Work closely with the retention team to develop strategies for customers who express disinterest in continuing to pay their instalments without having received the pay-in, offering retention options or facilitating exit processes. 

• Prepare and present regular reports on collection activities, including progress, challenges, and recommendations, to the Head of Operations Payment. Responsible for the Info Pib (for SMS & Push Notifications).