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.
  
  

• NPL ALS coincident and lagged delinquency for the total Business Banking Portfolio.
  
  

• 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.
  
  

• 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.
  
  

• 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.
  
  

• 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.
  
  

• Bachelor's Degree in any 4-year Business Course (required).
  
  

• MS Word
• MS PowerPoint
• MS Excel
• Knowledge in Analytics is an advantage.