Description

1. Case Transition & Workflow Management

• Oversee the transfer of accounts from Soft Collections into Hard Collections.
• Ensure all transferred cases meet defined escalation criteria and supporting documentation requirements.
• Maintain strict controls to ensure no account remains unallocated or unattended after transfer.
• Monitor account movement across recovery stages and ensure timely progression through the collections lifecycle.
• Ensure all workflow activities comply with approved policies and service-level agreements.
• Prevent operational bottlenecks that delay recovery action.

2. Case Management Operations

• Lead the Case Management Team in the review, categorization, and allocation of delinquent accounts.
• Ensure accounts are properly segmented according to recovery strategy.
• Oversee the accurate updating and maintenance of account statuses within the ERP system.
• Ensure GPS-active accounts are routed to the appropriate recovery channels.
• Ensure GPS-inactive or untraceable accounts are referred promptly for skip-tracing intervention.
• Monitor account aging and ensure recovery actions are initiated within established timelines.
• Maintain visibility over all active hard collection accounts and recovery activities.

3. Skip Trace Operations

• Lead and develop the Skip Trace Team responsible for locating customers and financed assets.
• Establish investigative strategies for locating vehicles and customers whose whereabouts are unknown.
• Ensure all tracing activities are conducted within legal, regulatory, and company policy requirements.
• Oversee the collection, verification, and dissemination of intelligence supporting recovery efforts.
• Continuously improve tracing methodologies and investigative processes.
• Ensure actionable intelligence is delivered to field recovery teams promptly and accurately.

4. Asset and Customer Location Intelligence

• Oversee the analysis of historical GPS movement data to identify probable customer and vehicle locations.
• Utilize available data sources to establish patterns of movement and likely asset locations.
• Coordinate the use of:
  • Historical GPS records
  • Customer contact history
  • Previous field visit outcomes
  • Internal account notes
  • Social media intelligence
  • Publicly available information
  • Customer references and known associates
  • Other legally permissible information sources
• Ensure intelligence gathered is documented, validated, and actionable.

5. Recovery Support and Field Coordination

• Work closely with Hard Collections and Field Recovery teams to support vehicle recovery efforts.
• Ensure recovery teams receive timely intelligence and case information.
• Monitor execution of field actions following skip-trace findings.
• Ensure all accounts assigned to field recovery teams are actively worked and appropriately followed up.
• Track recovery outcomes and identify cases requiring escalation or alternative recovery strategies.
• Facilitate communication between Case Management, Skip Trace, and Hard Collections teams.

6. Operational Control & Portfolio Oversight

• Maintain visibility across all accounts within the Hard Collections pipeline.
• Ensure every account is assigned, monitored, and worked in accordance with company standards.
• Monitor recovery progress and adherence to operational service levels.
• Identify and address workflow gaps that may result in delayed recoveries.
• Ensure management has accurate reporting on portfolio status and operational performance.

7. Team Leadership & Performance Management

• Lead, coach, and develop Case Management Officers and Skip Trace Specialists.
• Establish performance standards and productivity targets.
• Conduct regular performance reviews and coaching sessions.
• Ensure adequate staffing and workload balancing.
• Foster a culture of accountability, urgency, accuracy, and continuous improvement.
• Build a high-performing team focused on operational excellence and recovery support.

8. Process Improvement & Operational Efficiency

• Continuously review operational processes to improve speed, accuracy, and recovery outcomes.
• Identify opportunities to automate workflows and reduce manual intervention.
• Recommend enhancements to ERP workflows, status management, and reporting capabilities.
• Drive initiatives aimed at creating a lean and efficient operating model.
• Improve coordination between Soft Collections, Case Management, Skip Trace, and Hard Collections functions.

9. Reporting & Analytics

• Monitor account flow, recovery progress, tracing success rates, and team productivity.
• Analyze trends affecting recoverability and recovery performance.
• Provide recommendations to improve allocation strategies and tracing effectiveness.
• Present regular portfolio and operational updates to senior management.

Requirements

• Bachelor degree in investigation ,business management or related fields
• Strong Analytical Thinking
• High Attention to Detail
• Accountability
• Problem Solving
• Persistence
• Sense of Urgency
• Integrity and Professionalism

• Oversee the transfer of accounts from Soft Collections into Hard Collections.
• Ensure all transferred cases meet defined escalation criteria and supporting documentation requirements.
• Maintain strict controls to ensure no account remains unallocated or unattended after transfer.
• Monitor account movement across recovery stages and ensure timely progression through the collections lifecycle.
• Ensure all workflow activities comply with approved policies and service-level agreements.
• Prevent operational bottlenecks that delay recovery action.
• Lead the Case Management Team in the review, categorization, and allocation of delinquent accounts.
• Ensure accounts are properly segmented according to recovery strategy.
• Oversee the accurate updating and maintenance of account statuses within the ERP system.
• Ensure GPS-active accounts are routed to the appropriate recovery channels.
• Ensure GPS-inactive or untraceable accounts are referred promptly for skip-tracing intervention.
• Monitor account aging and ensure recovery actions are initiated within established timelines.
• Maintain visibility over all active hard collection accounts and recovery activities.
• Lead and develop the Skip Trace Team responsible for locating customers and financed assets.
• Establish investigative strategies for locating vehicles and customers whose whereabouts are unknown.
• Ensure all tracing activities are conducted within legal, regulatory, and company policy requirements.
• Oversee the collection, verification, and dissemination of intelligence supporting recovery efforts.
• Continuously improve tracing methodologies and investigative processes.
• Ensure actionable intelligence is delivered to field recovery teams promptly and accurately.
• Oversee the analysis of historical GPS movement data to identify probable customer and vehicle locations.
• Utilize available data sources to establish patterns of movement and likely asset locations.
• Coordinate the use of: Historical GPS records, Customer contact history, Previous field visit outcomes, Internal account notes, Social media intelligence, Publicly available information, Customer references and known associates, Other legally permissible information sources
• Ensure intelligence gathered is documented, validated, and actionable.
• Work closely with Hard Collections and Field Recovery teams to support vehicle recovery efforts.
• Ensure recovery teams receive timely intelligence and case information.
• Monitor execution of field actions following skip-trace findings.
• Ensure all accounts assigned to field recovery teams are actively worked and appropriately followed up.
• Track recovery outcomes and identify cases requiring escalation or alternative recovery strategies.
• Facilitate communication between Case Management, Skip Trace, and Hard Collections teams.
• Maintain visibility across all accounts within the Hard Collections pipeline.
• Ensure every account is assigned, monitored, and worked in accordance with company standards.
• Monitor recovery progress and adherence to operational service levels.
• Identify and address workflow gaps that may result in delayed recoveries.
• Ensure management has accurate reporting on portfolio status and operational performance.
• Lead, coach, and develop Case Management Officers and Skip Trace Specialists.
• Establish performance standards and productivity targets.
• Conduct regular performance reviews and coaching sessions.
• Ensure adequate staffing and workload balancing.
• Foster a culture of accountability, urgency, accuracy, and continuous improvement.
• Build a high-performing team focused on operational excellence and recovery support.
• Continuously review operational processes to improve speed, accuracy, and recovery outcomes.
• Identify opportunities to automate workflows and reduce manual intervention.
• Recommend enhancements to ERP workflows, status management, and reporting capabilities.
• Drive initiatives aimed at creating a lean and efficient operating model.
• Improve coordination between Soft Collections, Case Management, Skip Trace, and Hard Collections functions.
• Monitor account flow, recovery progress, tracing success rates, and team productivity.
• Analyze trends affecting recoverability and recovery performance.
• Provide recommendations to improve allocation strategies and tracing effectiveness.
• Present regular portfolio and operational updates to senior management.

• Strong Analytical Thinking
• High Attention to Detail
• Accountability
• Problem Solving
• Persistence
• Sense of Urgency
• Integrity and Professionalism

• Bachelor degree in investigation ,business management or related fields