Job Description

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Basic Function
To manage a team of collectors for maximizing cash flows & minimizing debts by effectively managing the portfolio of accounts. It involves dealing with internal & external staff for gathering relevant information. To manage critical accounts by placing outbound calls & responding to all the queries. Strategizing the work & preparing the ageing report for review
Essential Functions

• Ensure that the guidelines are followed as per standard procedures
• Coaching & providing effective feedback to the collectors
• Quality monitoring & review of accounts
• Allocation of accounts as per the guidelines
• Ensure timely closure of accounts
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Ensure adherence to Company Policies and Procedures
• Ensure fair methods are used to collect outstanding balance on the account
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
• Achieving key targets for the process in line with the SLA (Service level Agreement)/KSFs (Key Success Factors)
• Prepare reports of the accounts assigned to the team
• Preparing business review templates for performance review

Any other essential function that may occur from time to time as directed by the manager
Primary Interactions @ EXL

• Manager for the purpose of review, feedback, clarification and operations communication
• Senior Processors for the purpose of Pre-process and Process training
• Processors for performance updates
• Business head for overall performance of process and or any other thing related to the process

• Understanding of US Insurance market (Preferably Personal and Commercial Line)
• Should have good exposure of latest tools and technologies on F&A towers (SAP S4HANA, Blackline, etc.)

Primary Interactions @ Client

• SME for process updates , performance review, feedback on the team & process

Organizational Relationships
Reports To : Process Manager Supervises : Processors & Senior Processors
Skills
Technical Skills

• Good Computer navigation skills, keyboarding skills
• Proficient in MS office

Process Specific Skills

• Possesses necessary knowledge of business concepts to effectively perform the job
• Effective negotiation skills
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Effectively balances quality, customer service and productivity standards
• Make calls to the customer for collection or payment details

Work towards resolution of disputes
Soft skills (Desired)

• Self discipline
• Result orientation
• Adaptability
• Presentation skills
• Feedback skills
• Goal oriented

Soft Skills (Minimum)

• Excellent written and verbal communication skills
• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities

Education Requirements

• Minimum 12 years of education with accounting background
• Commerce Graduate with at least 3+ years of experience (Industry+ BPO)

Work Experience Requirements

• Minimum 3 years of experience in a team manager role in a US collections insurance process
• 4+ years prior experience of working in Order to Cash processes, specially collections
• Must have worked on any of the ERP AR modules, preferably SAP
• Must have client management experience
• Must have done reporting, quality audits & trainings

Annexure: NA
Acknowledgement (acknowledge that the information contained in this document is factual and complete)
Candidate Supervisor/Manager Date

Skills Required