Collection Officer.Retail Collections Egypt.Credit Management Group

- Target Achievement & Strategy- Drive unscured domain collections to meet/exceed monthly recovery goals; analyze performance metrics (e.g., Collection Efficiency, bucket resolution) and execute correct actions- Develop effective collection strategies for different account segments.- Lead and mentor external agency collection agents; conduct 1:1s, team meetings, performance reviews and training sessions.- Monitor attrition and shrinkage; implement retention and contingency plans.- Customer Accounts & Recovery- Manage escalations, sensitive cases, and high-risk accounts, including negotiation of payment plans and settlements- Reporting & Analytics- Track KPIs: calls made, aging buckets, attrition/shrinkage rates, customer satisfaction.- Deliver regular operational reports, root cause analyses, and improvement plans.- Compliance, Audit & Documentation- Ensure full adherence to internal policies, legal/regulatory frameworks, and audit standards.- Process & Operational Excellence- Identify and implement process improvements, new tools or technologies to enhance efficiency and reduce costs.- Share knowledge and best practices with cross-functional teams.