Determine the training needs of collections agents and formulate an annual training plan covering product and process-based training and also skill-based training that would help improve service levels of the collection’s agents
Provide required trainings on change management in collections procedures, policies as they are implemented to ensure participant’s understanding and competency in applying the changes.
Conduct Root cause analysis, generate ideas and identify business process improvement opportunities leading to significant productivity enhancements and the customer experience in Risk Management.
Prepare Due diligence reports for senior leadership review regarding of issues, changes to process, performance and risks.
Audit predefined checklists of critical processes and items.