COLLECTIONS OFFICER

Job Title Collections Officer Reports to: Head, Back-end Collections Job Purpose Handles back-end collection activities for delinquent accounts, ensuring timely follow-ups and accurate documentation to support recovery efforts aligned with overall remedial strategies. Main Accountabilities Executes account-level recovery actions and analysis based on strategic directives from leadership. Reviews and endorses financial and non-financial client requests initiated by associates. Monitors team productivity and drives implementation of performance improvement plans. Ensures documentation of collection activities is complete and compliant with audit and regulatory standards. Prepares and submits performance reports, highlighting trends, risks, and recommendations for escalation. Financial Responsibility NPL ALS coincident and lagged delinquency for the total Business Banking Portfolio. People Responsibility Reporting Line Definition No. of Employees Direct Reports Collections Officers 3 Decision Making Account Prioritization: Chooses which accounts to pursue based on risk and recovery potential. Compliance Execution: Applies correct policies during collection actions. Case Preparation: Decides what documentation is needed for legal or operational follow-through. Knowledge Ability to communicate clearly and professionally with clients, especially in handling payment concerns. Openness to learning about delinquency management, account follow-ups, and recovery procedures. Capable of accurately recording customer interactions and updating account statuses. Understanding the importance of confidentiality, integrity, and compliance with company policies. Collections Systems and Tools: Familiarity in using CRM or similar platforms and/or internal recovery systems. Willingness to work closely with peers and supervisors to meet collection targets and resolve account issues. Skills Ability to handle challenging conversations and adjust to evolving procedures and targets. Negotiation and Communication: Can engage with clients professionally at all times. Documentation Preparation: Can prepare memos, reports, and letter drafts with precision. Time and Task Management: Ability to determine workload prioritization based on urgency and risk level. Compliance Execution: Ability to apply correct procedures during recovery actions and borrower interactions. Attributes Reliable and Consistent: Can deliver quality work on time and with minimal supervision. Eager to Learn: Open to training and development opportunities. Team-Oriented: Willing to support colleagues and contribute to group goals. Detail-Focused: Keen attention to detail to spot discrepancies and flag issues for resolution. Professional: Maintains decorum in all communications and interactions. Experience Requirement Details Minimum At least 1 year collections experience Preferred Team leader or supervisory experience Educational Attainment Bachelor's Degree in any 4-year Business Course (required). Computer Skills MS Word MS PowerPoint MS Excel Knowledge in Analytics is an advantage.