Monee is a leading digital payments and financial services provider in Southeast Asia. Monee's offerings include mobile wallet services, payment processing, credit offerings, and related digital financial services and products.
Monee Credit is the financing arm within Monee providing consumers, entrepreneurs, and businesses with more flexibility and freedom to achieve their aspirations. Our products aim to help underbanked or New-to-Credit users get easy access to funds to make more purchases on the Shopee platform
- SPayLater is our consumer financing solution that aims to help our users gain financial freedom with fewer limitations – all through a seamless digital experience. SPayLater offers Shopee users the freedom to buy immediately, but with the choice of paying for their purchases later.
- SLoan for Sellers is the Seller/SME Loans product that will allow sellers to take out loans to finance their Shopee business operations.
- SLoans is the Consumer Cash Loans product that will allow users to take out cash loans
Responsibilities:
- Ensure that the collections processes and practices within an organization are efficient, effective, and compliant with legal and regulatory standards. The focus is on monitoring, evaluating, and improving the quality of collections efforts to optimize recovery rates while maintaining customer satisfaction and compliance.
- Conduct thorough evaluations of Collections calls to assess the quality and effectiveness of interactions.
- Verify that Collections agents follow established procedures, compliance guidelines and regulatory requirements.
- Collaborate with various stakeholders to come up with projects based on findings and improve the existing processes.
- Identify discrepancies and areas of improvement in communication, negotiation, and problem-solving skills of Collection agents.
- Conduct refreshers, calibration sessions, and retrainings for Quality-related modules.
- Participate in process alignment discussions with the Operations team and other concerned teams.
- Facilitate coaching and feedback sessions for agents.
- Perform adhoc tasks as required.
Qualifications:
- At least 1 year of experience in conducting QA for collection calls.
- Working experience in Microsoft Office or similar tools used for handling data and quality monitoring.
- Ability to work in a fast-paced and results-oriented culture.
- Keen focus on details and strong analytical abilities.
- A strong QA and market research background is a plus.
