Field Collections and Legal Administrator

Purpose of the Role

The Field Collections Administrator provides administrative and operational support to the Field Collections Department by assisting Field Officers and the Moto Repossession Team with account-related inquiries, document preparation, internal coordination, and operational concerns. The role also supports the Small Claims process, maintains accurate records, and monitors pending requests to ensure timely resolution.

The position aims to improve operational efficiency, reduce turnaround time for field requests, strengthen documentation management, and support overall collection and specialized recovery performance.

Key Responsibilities

1. Field Operations Support

· Serve as the primary point of contact for Field Officers regarding account inquiries, account status, payment verification, and system-related concerns.

· Coordinate with Customer Service, Operations, Finance, Legal, and other relevant departments to resolve field-related concerns.

· Monitor and track pending requests to ensure timely completion and provide updates to Field Officers.

· Assist in monitoring compliance with required documentation and operational procedures.

· Maintain accurate records of requests, escalations, and resolutions.

2. Moto Repossession Administrative Support

· Provide administrative assistance to the Moto Repossession Team by preparing, consolidating, and facilitating access to documents required for repossession assignments and related recovery activities.

· Assist Moto Repossession Representatives with account inquiries, payment status verification, account details, and other information necessary for authorized repossession activities.

· Coordinate with Finance, Operations, Customer Service, and other relevant teams to verify account status, payment confirmation, and outstanding requirements.

· Assist in obtaining and organizing supporting documents, account records, authorization documents, and other required paperwork in accordance with approved procedures.

· Monitor and follow up on pending document requests and account inquiries to minimize delays in repossession operations.

· Maintain an updated tracker of repossession assignments, document requests, account inquiries, and their respective statuses.

· Assist in coordinating documentation and follow-ups for recovered units, including redemption, release, and other post-repossession administrative requirements.

· Escalate unresolved inquiries, missing documents, payment discrepancies, and delayed requests to the appropriate teams.

· Ensure that all documents and account information are handled confidentially and provided only to authorized personnel for legitimate business purposes.

3. Small Claims Support

· Assist the Small Claims Case Officer in preparing documents required for case processing and filing.

· Consolidate client records, account histories, payment records, and supporting documents.

· Print, organize, and prepare complete case folders for endorsement to Legal.

· Check documentary requirements for completeness based on the approved checklist before endorsement.

· Coordinate with relevant departments to obtain missing documents or clarifications.

· Maintain an organized repository and tracker of pending, endorsed, filed, and resolved Small Claims cases.

4. Administrative Support

· Prepare daily, weekly, and monthly operational reports as required.

· Update and maintain trackers for endorsements, legal cases, recoveries, repossession activities, and other operational requests.

· Assist in preparing presentations, reports, and meeting materials.

· Organize and archive department records, demand letters, case documents, and operational files.

· Schedule meetings and coordinate communications within the department.

· Provide general administrative support to the Field Collections Manager and other authorized team members.

5. Data Management and Documentation Control

· Validate account information and update internal trackers based on authorized and verified sources.

· Ensure the accuracy and completeness of operational data and supporting documents.

· Maintain proper filing and retrieval procedures for physical and electronic records.

· Monitor document submission deadlines and follow up on incomplete requirements.

· Ensure that confidential customer information is stored, accessed, and shared in accordance with company policies and data privacy requirements.

6. Process Improvement

· Identify recurring operational issues affecting field collections, small claims processing, and motorcycle repossession support.

· Recommend improvements to request handling, document preparation, tracking, and internal coordination.

· Assist in documenting standard operating procedures (SOPs), checklists, and work instructions.

· Support department projects and initiatives aimed at improving operational efficiency and reducing turnaround time.

· Recommend opportunities to streamline repetitive administrative tasks and reporting processes.

Qualifications

· Preferably a Bachelor's degree in Business Administration, Finance, Management, or a related field; undergraduates may also be considered.

· At least 1–2 years of experience in administration, operations, collections, or customer support. Experience in financial services or lending is an advantage.

· Strong organizational skills and the ability to manage multiple tasks and meet deadlines.

· Excellent written and verbal communication skills.

· Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.

· Experience using Google Workspace, including Google Sheets, Docs, and Drive, is an advantage.

· Experience using CRM or collection management systems is preferred.

· High level of attention to detail and accuracy in documentation.

· Ability to handle confidential and sensitive information professionally.

· Strong problem-solving and coordination skills, with the ability to work effectively across multiple departments.

· Ability to work independently with minimal supervision while collaborating effectively within a team.

· Willingness to learn legal documentation processes, particularly Small Claims case preparation and repossession documentation requirements.

· Demonstrates integrity, accountability, and a strong sense of ownership.

· Adaptable to a fast-paced and dynamic work environment.

Key Performance Indicators (KPIs)

· Timeliness of responding to and resolving Field Officer inquiries.

· Timeliness and accuracy of account status and payment verification coordination.

· Completeness and turnaround time of document requests from the Moto Repossession Team.

· Accuracy and timeliness of Small Claims document preparation and endorsements.

· Accuracy and completeness of operational trackers and reports.

· Timely follow-up on pending requests and unresolved issues.

· Compliance with documentation standards, confidentiality requirements, and established procedures.