Credit – Debt Collection Manager CV Example Template

Internal credit, debt collector manager and supervisor CV example. It’s free and fully editable.

Career Highlights

A creative and hard working person, with 5 years of experience in managing large teams, focused on building up a career in financial services. Very technical in practice, knowing that nothing is impossible and never accepting “no” as an answer. Adaptable and confident in my powers, I always find at least some workaround that will get the job done. Always keeping an eye on results, I never lose track of the big picture.

~6 years experience in Debt Collection for different portfolios like Credit Cards, Overdrafts, Consumer Loans and Mortgages. Various knowledge in using Collection Systems like Qualco, dialer systems like Mediatel and Altitude. I have great adaptability to all kinds of changes like systems and strategy.

Career History

Bancpost / EFG Retail Services

Internal Collection Manager Oct 2018 – Present

• Direct responsible for the performance of Internal Collection Team (~250 people)
• Continuously monitor targeted budget and provision stock for a portfolio of Credit Cards, Consumer Loans,
• Overdrafts and Mortgages
• Building of business requirements for the new processes and tools that require system modifications
• Asses all the projects meant to improve Collection performance
• Allocation of resources in order to suit business needs
• Take part in the negotiation of new contracts
• Implementation of new collection tools
• Portfolio performance monitor
• Building of custom management reports
• Optimise collection processes and strategies

EFG Retail Services

Head of Internal Collection for Credit Cards Oct 2017 – Sep 2018

• Direct responsible for the performance of internal collection for credit cards department including EFG and
• Bancpost products and High risk portfolio of consumer loans
• Daily coordination of a team of 3 Supervisors and ~65 indirect subordinates in order to accomplish the purposed target for the year
• Implementation of new strategies, procedures and criteria for a better performance of the whole portfolio
• Participating in interdepartmental projects
• On request reports regarding the performance of the portfolio other than the ones done by the MIS department
• The second level of escalation for customer issues/ complaints

Major Achievements:

• Implementing an effective working method for all the projects assigned with immediate results
• Keeping and exceeding the established targets increasing the performance by up to 25%, depending on product and bucket
• Successful implementation of new collections tools
• Keeping non performing product below budget
• Keeping projects assign within the budget (in some cases 30% better than forecasted overall results).
• Establishing a new approach in people motivation by introducing a new bonus scheme and contests

EFG Retail Services

Internal Collection Supervisor Nov 2016 – Sep 2017

• Daily coordination of department activities for the call centre (on-duty shifts)
• Coordinating a team for achieving the desired results
• Supervising of Direct reports
• The first level of escalation for customer issues/ complaints
• Analysing customer complaints and suspicious cases, and forwarding them to the competent departments
• Permanent relationship with Customer Service and Operations teams
• Organizing the teamwork and allocation of new tasks and responsibilities
• Providing feedback and support to the direct reports for achieving the desired performance results according to the team objectives
• Participating in the selection process and training new employees
• Monitoring of department members with respect to: working hours, attendance, holidays, activities reallocation, daily activities
• Assessment of direct reports activity and establishing working plans
• Direct reports evaluation and feedback; establishing development plans and observing their performance
• Daily reporting and analysis on the portfolio assigned to the team
• Direct responsibilities regarding Late Collection (120+ overdue days), Inbound, Skip Tracing.

Major Achievements:

• Implementing an effective working method for the projects assigned
• Creating and maintaining effective databases for work allocation and agents supervision and assessments
• Keeping and exceeding the established targets.

EFG Retail Services

External Agencies Monitoring Officer (Liaison) Apr 2006 – Oct 2006

• Supervising and coordinating the partner agencies in order to achieve the established target
• Supervising the agents from the collection agency at its premises
• Establishing individual and team productivity and performance targets at the premises of the collection agency
• Monitoring daily activities at the assigned collection agency
• Daily, monthly and ad-hoc reporting for monitoring and invoicing purposes for the agency assigned
• Collaboration with the management of the collection agency for identifying the most appropriate collection strategies.

Major Achievements:

• Increase of performance for the agencies assigned by 18-20%.
• Achieving and exceeding the standards agreed.

EFG Retail Services

Collection Officer Oct 2015 – Mar 2016

• Contacting customers having overdue amounts and collecting outstanding debts
• Negotiating payments for offering the best solution for both the customer and the company
• Offering instructions regarding payment methods
• Reporting of special cases to the supervisors.

Major Achievements:

Permanent positioning as a top collector.

EFG Retail Services

Loan Approval Officer Jul 2014 – Sep 2015

• Analysis of the credit files according to the existing norms and procedures (checking the accuracy of the data received from the customer, establishing the creditworthiness)
• Loan approval.

ABC Company

Network Administrator Feb 2014 – Oct 2014

• Administration of metropolitan Internet network
• Conclusion and negotiation of new contracts.

Education History

Romanian-American University from Bucharest
Master in Business Affairs Oct 2012 – Apr 2014

Romanian-American University from Bucharest
International Relations Sep 2010 – Jul 2013

Informatics High School from Piatra Neamt
Mathematics – Informatics Sep 2008 – Jun 2010