Job Description - Asst Manager, Collection Remarketing & Customer Service (MER0003745)
Description
The job holder is responsible for:
External Collection Vendor Management and drive them to deliver the agreed KPI Delivering and achieving assigned delinquency targets. To support overall customer service for Mercedes-Benz Finance & Leasing Business Implement new strategies and tactics with repossession vendors to improve recovery performance. Handle and resolve the customer/dealer second level of escalations as per the escalation matrix. Training and coaching staff to improve performance. Drive performance and manage governance of external collection agencies. Manage specialized collections. To carry out duties tactfully and in accordance with the Company's policy and procedures. Description:
Implement and manage collections and remarketing processes/procedures in accordance with the Company's policy and procedures. Monitor and quality control the performance and activities of debt collections. Train and develop collectors and remarketing agents to meet kpi's. Liaise with repossession agents and customers to minimize credit losses of current portfolio and maximizing debt recovery. Handle escalations of collections/ restructuring / rescheduling of the overdue contracts and be on call on weekends. Initiate litigation proceedings against the hirers and guarantors. Liaise with solicitors and other relevant authorities such as insurer, police, customs, and Transport Authority for recovery purposes. To ensure that timely decisions and filing of legal cases thereby protecting the interest of the company. To handle and support the end-to-end remarketing process for repossessed/returned vehicles.To ensure that vehicles are sold within targeted time and best price. To liaise with auction houses and co-ordinate bids from dealers, buyers and auctioneer and preparation of all relevant documents for the remarketing processes. To handle other ad-hoc assignments when required. Execute the write of contracts in accordance with company policy and procedures and ensure to report and update management in timely manner Fulfill customers' expectation and needs, i.e. assist in enquiries for new loans, modification of accounts, problem solving relating to account management and customer's complaints; early termination requests etc. Drive Digitization and process automation /optimization, system enhancement /testing. Qualifications Education GCE "O" Levels Degree holder, preferably in Finance, Accounting, Business or related discipline Technical knowledge Good knowledge in MS Office software like Word & Excel Good spoken and written English. Conversant in Cantonese / Mandarin and local dialects Good knowledge of Finance Contract Management ERP Good knowledge of hire purchase terms and processes Good communication and interpersonal skills (ability to interact with all levels) Ability to quickly adapt to new culture and environment and to work with other departments. Results-driven professional with excellent decision-making skills, who can develop and execute strategic plans and drive business growth Ability to multi-task Ability to handle stress Ability to work in a team as well as be independent Problem-solving skills A bility to meet deadlines T actful Work / Industry Experience Minimum 7 years of related working experience Minimum 5 years in automotive finance Certificate in Legal Practice. Debt collection certification or training preferred.
