The section is for Collections Field Officers and the key items which will be the basis of their performance measurement for appraisals and measures of performance.
As Field Officers they are the front liners of the business and are in direct contact with our customers.
The main task for field aside from actual collections is to establish contact with the customer thru the gathering of;
Updated contact no.
Verification of actual address
Solicitation of additional contact information; (Email, Viber account, Social media accounts)
Their Key performance indicators are a direct product of their action.
2 segments comprises the KPI of Field Officers
Disipline
Mandatory/Regulatory
Standard for operations
Skill
Is developed and achieved thru training and coaching
Improved thru constant practice and skill development with training.
Areas | Weight | Definition |
|---|---|---|
Disipline | 30% | Regulatory |
Skill | 70% | Financial |
Disipline 30%
Areas | Weight | Definition |
|---|---|---|
Quality | 50% |
|
Visits | 50% | Actual visits of the account *Subject to visit rules. |
Skill 70%
Areas | Weight | Definition |
|---|---|---|
Payee Percentage | 25% | Account paid/Account assigned *within a 30 day assignment period |
Cash collections | 25% | The total amount of cash payment that came in from accounts during the assignment period. |
Cure Rate (For less than 90DPD accounts) | 50% (Assigned to less than 90DPD accounts) If a collector’s assignment will be based on the buckets they are focused on. | % of account assigned which moved to current status. *This is for the accounts that are <90DPD or are not yet terminated. |
Recovery rate (For greater than 90DPD or Terminated accounts) | 50% (Assigned to less than 90DPD accounts) If a collector’s assignment will be based on the buckets they are focused on. | %of accounts recovered calculated as. Payments/Value of the account assigned. *This is for accounts that are terminated already |