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Supervise collection staff and operations to protect against financial loss. Provide training and development to ensure staff can perform jobs. Minimize loss and exposure through adherence to all regulatory requirements, default corrections and business unit policies and guidelines. Establish and maintain adequate records of collection efforts on each account. Identify and implement process, procedural and policy improvements in support of operational goals. Contact or receives inquiries from delinquent customers to determine reasons for neglect and negotiate a collection methodology. Assist others with monetary problems to determine a repayment plan, which provides payment to accounts and deters future payment losses. Investigates delinquent customers by contacting present or previous employers, relatives, contacts, etc., to determine their whereabouts and make arrangements to pay their accounts. Investigate and respond to customer complaints. Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices. Cultivate an environment that supports diversity and reflects the HSBC brand. Directly supervise, train, and develop staff in collection skills and competencies to maximize the potential of collecting delinquent accounts.
Ensure staff performance meets performance objectives of the unit. Provide performance reviews and daily work direction for staff to keep work current, meet deadlines, and distribute work equitably. Implement new approaches and concepts to ensure objectives are obtained; reduce costs, and increase employee motivation and satisfaction. Manage projects that span various departments; interact with Information Technology, support staff, and senior management in completion of projects. Assume Department Manager's duties in his/her absence. Complete other responsibilities, as assigned. Adhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; report control weaknesses, compliance breaches and operational loss events. Manage auto dialer campaigns and results. Recruit, interview and hire staff. Approve write-offs and loan losses within authority limits. Manage a staff of approximately eight - twelve. Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues. Promote an environment that supports diversity and reflects the HSBC brand. Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
Bachelor's degree or equivalent experience in business administration or related field
Minimum two years in a higher level collection capacity, previous supervisory experience, or demonstrated capabilities as a lead collections specialist
Excellent oral and written communication skills
Strong team building and employee relations skills, time management skills, analytical skills
Thorough knowledge of business unit operations