Jefri Sahala Situmorang

Oversee daily team operations, ensuring a smooth workflow and timely completion of all tasks.
Apply strong leadership and problem-solving skills to maintain team effectiveness and keep processes well-organized.
Enhance team performance by ensuring target achievement, adherence to company SOPs, and providing effective solutions to operational challenges.
Resolve internal team conflicts promptly and professionally, maintaining a harmonious and productive work environment.

• Monitor and evaluate agent interactions (calls, chats, WhatsApp, or emails) to ensure compliance with SOP, script, and company policies.
• Identify violations, risks, and areas of improvement, then provide detailed and objective feedback based on evaluation results.
• Prepare QA reports (daily/weekly/monthly) that summarize findings, trends, and performance gaps of agents or teams.
• Conduct coaching sessions with agents and supervisors to improve communication quality, compliance, accuracy, and professionalism.
• Ensure consistency in quality standards by regularly updating QA forms, scorecards, and evaluation parameters in line with company requirements.
• Collaborate with Training and Operations teams to address skill gaps, create action plans, and enhance team performance.
• Monitor customer experience metrics (tone, courtesy, solution accuracy) to ensure positive and compliant interactions.
• Support continuous improvement initiatives by analyzing recurring issues and recommending process enhancements.

• Contact customers who are delinquent on mortgage payments.
  
• Provide billing information and explain payment obligations.
  Negotiate and offer payment solutions according to policy.
  
• Record communication results and update account status in the system.
  
• Follow up on payment commitments (PTP) according to schedule.
  
• Identify and escalate high-risk accounts.
  
• Maintain compliance with SOPs, regulations, and collection ethics.
  Collaborate with internal teams for follow-up actions.

• Contacting customers who are delinquent by phone.
  
• Conveying billing information clearly, accurately, and in accordance with SOPs.
• Negotiating and offering payment solutions in accordance with company policy.
  
• Recording and updating communication results in the system accurately and completely.
  
• Following up on payment commitments (PTP) and ensuring their fulfillment.
  
• Identifying at-risk accounts and escalating them to superiors when necessary.
  
• Maintaining collection ethics and regulatory compliance, without resorting to verbal or physical threats.
  
• Achieving daily and monthly targets, such as call attempt rates, contact rates, and recovery rates.

• Coordinate and monitor the performance of field agents/partners.
  
• Ensure agents adhere to established SOPs and targets.
  
• Provide direction, support, and progress reports to management.
  
• Address operational issues and ensure the quality of agents' work is maintained.

• Contacting delinquent customers.
  
• Conveying billing information according to SOP.
  
• Negotiating and offering payment solutions.
  
• Recording communication results in the system.
  
• Following up on payment commitments.
  
• Escalating at-risk accounts.
  
• Maintaining collection ethics and achieving work targets.