The Agency Control Specialist is responsible for overseeing and controlling the performance and compliance of third-party collection agencies. The role ensures that agency partners adhere to company policies, meet recovery targets, and properly manage assigned delinquent and recovery accounts.
Key Responsibilities:
- Monitor and control performance of assigned collection agencies
- Ensure agencies meet agreed KPIs, recovery targets, and service standards
- Review, validate, and reconcile agency remittances and collection reports
- Conduct regular audits of agency activities and compliance with guidelines
- Coordinate account assignments and portfolio distribution to agencies
- Handle escalations, discrepancies, and disputes with agency partners
- Ensure strict compliance with data privacy and regulatory requirements
- Prepare performance dashboards and agency control reports
- Recommend corrective actions for underperforming agencies
- Support onboarding, evaluation, and accreditation of agency partners
Qualifications:
- Bachelor's degree in Business, Finance, or related field
- 2–3 years experience in collections, credit operations, or agency management/control
- Strong understanding of collection processes and agency operations
- Excellent analytical, coordination, and communication skills
- Proficient in MS Office and reporting tools (Excel preferred)
- Detail-oriented with strong audit and control mindset
- Ability to manage multiple stakeholders and deadlines
