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Job Summary:

This role has main responsibilities that lead team to achieve monthly required target which effectively contribute to Shinhan Finance’s (SVFC) bounce rate expectation and comply with SVFC core values. Ensure Predue team that s/he directly manage is smoothly run time to time.

Key Roles & Responsibilities: 

1. The Employee’s main job responsibilities and duties include, but are not limited to duties as set forth as below:

• Lead, organize and supervise the team’s activities to ensure team/ staffs meet all Pre-due targets.
• Ensure daily assignments are done within the specified time: account allocation to staffs based on risk segmentation and staff capability then release report to team on time
• Set, track, and evaluate team and staff performance, including call productivity, contact rate, PTP rate, kept PTP rate, recovery amt, and portfolios improvement
• Closely monitor portfolio performance indicator, including paid rate, successful contact rate, PTP and broken PTP trend
• Monitor call quality, communication tone, and messaging content to prevent regulatory breaches, customer un-satisfaction.
• Regularly generate and update Paid/RF status, productivity report and sent back result to respective staff for further follow up any other tasks

2. Demonstrate strong understanding of end to end credit card operations, including transaction posting, statement cycle, billing information, late fees, and penalty charge in system

3. Identify operation gaps or system issues impacting performance effectiveness and coordinate with relevant teams for resolution

4. Provide an excellent training and monitoring for team members to bring them a soonest catch up on daily work with acceptance service level. Performed phone monitoring and random call audits to ensure staff meet QA criteria

5. Provide hands-on support on handling complex, high risk or sensitive delinquent cases and complain handling

6. Participate and contribute to team meetings, training courses, and quality workshops.

7. Support Team Head in recruitment process

8. Handle and solve all related queries, requests, and tickets. Promptly and accurately reply tickets to related departments within TAT requirement

9. Perform excellent administrative tasks (if any), team’s equipment management, document arrangement, and maintaining a clean and enjoyable working environment

10. Others task which are assigned by Bounce Rate Management leaders