Debt Management - Mississauga, Canada - ContactPoint 360

ContactPoint 360

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Join our CP360 Family, today

Who We Are:

We are proud to call ourselves innovative leaders in the call center industry and value how we have been able to grow significantly from 5 to 3000+ employees since opening 15 years ago.

We are certified and offer an award-winning culture that is enthusiastic about adding next-level talent to our operations as we continue to expand.

Who You Are:

Lead and manage a center of excellence Debt management team, responsible for the end-to-end collection program, polices and processes to provide consistent recoveries, cash collection and customer satisfaction improvements on Clients Active and Inactive Account Portfolio.

Implementing debt path strategies to all Portfolio in order to maximize cash recoveries.

Monitoring Campaign, contact channel and staff performance through scorecard, analytics, coaching and executing immediate actions on low performance to secure the cash collection target and mitigation bad debt provision impact.

Conducting comprehensive analysis to develop and implement strategies in order to mitigate future debt exposure and recovery. Actively in front of clients to recommend, introduce new innovative solutions to increase cash collection, recoveries, customer satisfaction and process based on data to clients

Communicating daily/weekly/monthly Collection and debt performance results to Client management and Senior Executive with variances explanation.

Responsibilities

Develops and implements a "best in class" riskbased debt management mechanism, including constantly reviewing and maintaining the accounts risk segmentation and analyzing pertinent opportunity to enhance and optimize results that drive reduction of future client debt exposure
Analyze over time delinquency trending and collection program performance, identify gaps and opportunities in order to modify/initiate immediate actions where appropriate to maximize results using statistical methods. Develop credit and debt management strategies utilizing predictive risk modeling and clustering techniques
Communicate daily weekly and monthly results, forecasts, and action plans to Senior Management within CP360 Debt Management
Adjust and manage collection outbound strategy and treatment/contact activities including dynamic outbound contact campaigns to maximize cash collection.
Actively manages all staff while ensuring goals, targets and compliance to processes are met on a monthly basis.
Set standard for all lines of business performance metrics and key performance indicators through development and execution of outbound contact /collection timeline strategies, call centre analytics and volume forecasting.
Track and analyze customer risk behaviors by utilizing all customer account attributes including customer risk score, customer characteristic, account history, payment pattern, billing performance, product variances, demographic and lifetime value attributes.
Develop required reports or review required reports developed by their staff and analysis of data associated with his or her functional area.
Establishes expertise with Consumer and Commercial Collections personnel as a key support.

- contact/resource/coach with proficiency and tools to assist departments in
- achieving goals.

Must be wellversed with Credit and Collections policy, systems, and controls, preferably in an oversight capacity, from either an auditing or a managerial perspective.

Qualifications

Education:
Bachelor's degree in Business

Work Experience:

8+ years management experience in operations, call centers, credit and risk base management in energy, telecommunication of banking retail sector or equivalent
5+ years' experience of process management
5+ years' collection strategy experience is a must
Exceptional analytic skills and presentation skills
5+ years experiences in risk base active and inactive debt management
8+ years experiences in KPIs management
Comprehensive understanding and knowledge on bad debt provision methodologies and modeling
Project Management
Experience and advance knowledge in forecasting, modeling and reporting
Vendor contract negotiations
Strong research skills and ability to stay abreast of development in energy business, finance and economy industry.

Skills:

Risk based debt management (advanced)
Forecasting and Modeling skills (advanced)
Analytic and presentation skill (advanced)
Process management (advanced)
Project management (intermediate)
Budget management (intermediate)
Vendor management (intermediate)
Call center management (intermediate)
Advanced knowledge of Word, Excel, PowerPoint and Access
Data Base management (SQL, Sybase)
Working knowledge of SAS, SQL, Oracle and VBS
Ability to think and act independently
Ability to negotiate, lead, interact, teach and influence situations and or individuals
High level organization and planning skills
Ability to manage multiple priorities
High level