Ensures effective collection follow-up on Legal portfolio and timely collection of receivables
Improve collection in Legal to reduce bad debts provision
Handle customer service-related queries and complaints
2. PRINCIPAL DUTIES:
Achieve Legal Collection KPIs set by the management. Ensure collections are maximized for Kuwaiti, non-kuwaiti segment and different collection aged buckets
Ensure to identify and timely flagging of Skipper customer
Supervision of day-today collection follow-up activities of team pertaining to Legal portfolio, the key responsibilities are:
Allocate Legal outstanding customer to collection agents for daily follow-up
Publish collection performance report by agent and age bucket
Publish daily call volume report by agent to ensure adequate follow-up happens
Evaluate agents follow-up call to ensure follow-up happens as per calling script
Send SMS to overdue customers as per the policy
Manage customer calls(inbound/outbound), handles queries or complaints
Monitor agents Calling script, volume, field visit and ensure to capture necessary documentation
Provide support to the agents on collection issues, provide feedback to sales operation/management with respect to underwriting issues if any
Maintain good relationship with Police department to help in Car Seizure/Jail Order activities
Co-ordinate with AI Legal court team for CPO, renewal of legal actions on customers
Review follow-up feedback received from agents and take necessary action
Provide required training/support to the team and ensure that team is working optimally
Conduct regular team meetings to discuss on issues, suggestion and provide solution
Publish report on collection performance to the management as applicable
Review various reports and identify the issues and provide timely solution
