Asst Manager, Collection Remarketing & Customer Service

Job Description - Asst Manager, Collection Remarketing & Customer Service (MER0003745)
Description
External Collection Vendor Management and drive them to deliver the agreed KPIDelivering and achieving assigned delinquency targets.To support overall customer service for Mercedes-Benz Finance & Leasing BusinessImplement 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.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 KPIs. Liaise with repossession agents and customers to minimize credit losses of the current portfolio and maximize 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 insurers, police, customs, and Transport Authority for recovery purposes. Ensure timely decisions and filing of legal cases to protect the company's interest.Handle and support the end-to-end remarketing process for repossessed/returned vehicles. Ensure vehicles are sold within the targeted time and at the best price. Liaise with auction houses, coordinate bids from dealers, buyers, and auctioneers, and prepare all relevant documents for the remarketing processes. Handle other ad-hoc assignments when required.Execute the write of contracts in accordance with company policy and procedures and ensure reporting and updating management in a timely manner.Fulfill customers' expectations and needs, assist in inquiries for new loans, modification of accounts, problem-solving relating to account management and customer complaints, early termination requests, etc.Drive Digitization and process automation/optimization, system enhancement/testing.Organization

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