Description
1. Case Transition & Workflow Management
- Oversee the transfer of accounts from Soft Collections into Hard Collections.
- Ensure all transferred cases meet defined escalation criteria and supporting documentation requirements.
- Maintain strict controls to ensure no account remains unallocated or unattended after transfer.
- Monitor account movement across recovery stages and ensure timely progression through the collections lifecycle.
- Ensure all workflow activities comply with approved policies and service-level agreements.
- Prevent operational bottlenecks that delay recovery action.
2. Case Management Operations
- Lead the Case Management Team in the review, categorization, and allocation of delinquent accounts.
- Ensure accounts are properly segmented according to recovery strategy.
- Oversee the accurate updating and maintenance of account statuses within the ERP system.
- Ensure GPS-active accounts are routed to the appropriate recovery channels.
- Ensure GPS-inactive or untraceable accounts are referred promptly for skip-tracing intervention.
- Monitor account aging and ensure recovery actions are initiated within established timelines.
- Maintain visibility over all active hard collection accounts and recovery activities.
3. Skip Trace Operations
- Lead and develop the Skip Trace Team responsible for locating customers and financed assets.
- Establish investigative strategies for locating vehicles and customers whose whereabouts are unknown.
- Ensure all tracing activities are conducted within legal, regulatory, and company policy requirements.
- Oversee the collection, verification, and dissemination of intelligence supporting recovery efforts.
- Continuously improve tracing methodologies and investigative processes.
- Ensure actionable intelligence is delivered to field recovery teams promptly and accurately.
4. Asset and Customer Location Intelligence
- Oversee the analysis of historical GPS movement data to identify probable customer and vehicle locations.
- Utilize available data sources to establish patterns of movement and likely asset locations.
- Coordinate the use of:
- Historical GPS records
- Customer contact history
- Previous field visit outcomes
- Internal account notes
- Social media intelligence
- Publicly available information
- Customer references and known associates
- Other legally permissible information sources
- Ensure intelligence gathered is documented, validated, and actionable.
5. Recovery Support and Field Coordination
- Work closely with Hard Collections and Field Recovery teams to support vehicle recovery efforts.
- Ensure recovery teams receive timely intelligence and case information.
- Monitor execution of field actions following skip-trace findings.
- Ensure all accounts assigned to field recovery teams are actively worked and appropriately followed up.
- Track recovery outcomes and identify cases requiring escalation or alternative recovery strategies.
- Facilitate communication between Case Management, Skip Trace, and Hard Collections teams.
6. Operational Control & Portfolio Oversight
- Maintain visibility across all accounts within the Hard Collections pipeline.
- Ensure every account is assigned, monitored, and worked in accordance with company standards.
- Monitor recovery progress and adherence to operational service levels.
- Identify and address workflow gaps that may result in delayed recoveries.
- Ensure management has accurate reporting on portfolio status and operational performance.
7. Team Leadership & Performance Management
- Lead, coach, and develop Case Management Officers and Skip Trace Specialists.
- Establish performance standards and productivity targets.
- Conduct regular performance reviews and coaching sessions.
- Ensure adequate staffing and workload balancing.
- Foster a culture of accountability, urgency, accuracy, and continuous improvement.
- Build a high-performing team focused on operational excellence and recovery support.
8. Process Improvement & Operational Efficiency
- Continuously review operational processes to improve speed, accuracy, and recovery outcomes.
- Identify opportunities to automate workflows and reduce manual intervention.
- Recommend enhancements to ERP workflows, status management, and reporting capabilities.
- Drive initiatives aimed at creating a lean and efficient operating model.
- Improve coordination between Soft Collections, Case Management, Skip Trace, and Hard Collections functions.
9. Reporting & Analytics
- Monitor account flow, recovery progress, tracing success rates, and team productivity.
- Analyze trends affecting recoverability and recovery performance.
- Provide recommendations to improve allocation strategies and tracing effectiveness.
- Present regular portfolio and operational updates to senior management.