Collections Officer

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Position Title:  Collections Officer

A Collections Officer leads and guides a team of Midrange agents to ensure that all collection activities are done properly, efficiently, and according to company rules. They help plan strategies with the team to improve performance and achieve collection targets.

The role focuses on making sure the Over limit, Front-end, and Skips Collections teams meet their call targets and use effective ways to collect payments, helping improve the company’s overall results. The officer also ensures that all activities follow compliance and risk guidelines set by the organization.

In addition, the Collections Officer monitors the performance of external agencies and oversees the proper endorsement of accounts to ensure they are handled correctly and with good quality service.

Key Responsibilities

Manage Team Performance

• Oversee the performance of assigned agents to ensure targets and standards are consistently met
• Monitor productivity and provide regular, constructive feedback
• Coach and motivate team members to drive performance improvement
• Identify training and development needs and recommend appropriate interventions

Manage Delinquency and Collections Operations

• Ensure assigned accounts are managed effectively and productivity standards are achieved
• Review agent account handling to confirm all accounts are being worked properly
• Monitor collection calls to maintain quality and compliance when dealing with delinquent cardholders
• Implement collection strategies for 30–59 DPD (Days Past Due) accounts to maintain acceptable flow rates
• Coordinate with other departments, branches, or units to resolve collection-related concerns

Minimize Risk and Credit Losses

• Assist the Unit Head in identifying and reporting potential fraud accounts
• Review agent actions and account maintenance to ensure proper handling and risk control

Handle Customer Concerns

• Support the validation and resolution of customer complaints
• Provide guidance and coaching to agents in handling client concerns effectively
• Ensure all customer issues are addressed promptly and professional

Continuous Improvement

• Recommend enhancements to existing collection strategies, processes, and procedures
• Drive initiatives that improve overall team efficiency and effectiveness

Manage External Service Providers

• Review and recommend accounts for early endorsement to external agencies
• Ensure timely and accurate monthly endorsements within approved limits
• Monitor agency performance, including service quality and customer handling, to ensure alignment with company standards

Role Exposure:

• Gain strong leadership experience by managing and developing a team of collections agents
• Be directly involved in driving collections performance and business results, impacting portfolio quality and revenue
• Build expertise in credit risk management, delinquency control, and collections strategies across various account stages
• Enhance stakeholder and coordination skills through collaboration with internal teams, branches, and external agencies

Qualifications:

• Bachelor’s degree holder, preferably in a business-related course
• With relevant experience in Collections, Credit, or Risk Management; familiarity with banking and credit card processes and systems is an advantage
• Knowledge of automated dialer systems and vendor/agency management is highly desirable
• With at least 1 year of experience in a supervisory or managerial role
• Proficient in MS Office applications (Word, Excel, PowerPoint)
• With working knowledge in project management, data management, and analytics

Apply Now!