Description
- Receive, review and allocate cases to Skip Trace Officers based on workload, geographical coverage and case priority.
- Monitor the progress of all assigned investigations and ensure cases are handled within established timelines.
- Ensure Skip Trace Officers regularly update case statuses, investigation findings and supporting evidence in the ERP and Field Operations App.
- Track investigation activities and ensure every case has a clear status, responsible officer and next course of action.
- Review investigation reports to ensure accuracy, completeness and compliance with company procedures.
- Identify stalled, overdue and high-risk cases and ensure timely escalation to the Skip Trace Team Lead or Hard Collection Manager.
- Ensure successfully traced cases are properly documented and handed over to Online or Offline Field Collection Teams for recovery action.
- Monitor stolen, suspected fraud and missing vehicle cases, ensuring regular investigation follow-ups.
- Coordinate with other departments, including GPS, Legal, Customer Service and Field Collection, whenever required to support investigations.
- Monitor investigation backlogs and ensure cases are not left unattended or without follow-up.
- Prepare daily, weekly and monthly reports on investigation progress, successful traces, pending cases and unresolved cases.
- Monitor investigation performance and identify gaps requiring corrective action.
- Ensure proper record keeping and confidentiality of customer and investigation information.
- Participate in operational review meetings and provide updates on investigation performance and challenges.
- Recommend improvements to investigation processes, case management procedures and operational efficiency.