Collections Officer

About the role

The Collections Officer leads the Collections team and external agencies to achieve key performance targets while ensuring compliance with banking regulations. The role focuses on driving high‑level performance, delivering excellent customer service, and supporting the bank’s overall business goals.

Key responsibilities

• Monitor pre‑delinquency and past‑due collections, meeting productivity and recovery targets.
• Review escalated customer issues, including reversals and VIP cases.
• Oversee agency accreditation, performance evaluation, and compliance.
• Implement nationwide collections best practices for accounts 1–180+ days past due.
• Lead cost and risk management, monitoring expenses, RAM for cards/personal loans, and loss‑provision targets.
• Develop and engage staff through training, feedback, and career development.
• Ensure quality standards, conduct agency visits, review call recordings, and handle disputes and complaints.

Required profile

• Bachelor’s degree in Business or a related field.
• Extensive experience in collections, supervision, service sales, or agency management.
• Attendance in seminars on supervisory skills, customer service, and collection techniques.
• Demonstrated leadership, strong written and oral communication, and analytical abilities.
• Strategic thinking and problem‑solving capabilities.

Required skills

• Salesforce