Collection Officer.Retail Collections Credit Cards-PAK COE.Credit Management Group

Job Purpose
Work a queue/pool of delinquent accounts to collect arrears to bring customers account up-to-date or within agreed terms of borrowing using different collection tools. (Telephone, letters, email, fax, legal process etc).

Key Result Areas
- Work a queue of delinquent accounts. The job involves tele-calling for most part of the day- approximately 100-150 calls on a daily basis.
- Work is done on an automated collection system- Finn1 which is a web based system.
- Make regular contact with customers to collect the full overdue payment or if the full payment cannot be made then negotiate a repayment plan as required.
- Follow up promises to ensure payments are received
- Identify potential skips and fraud cases and escalate all irregularities in accounts to the attention of the TL.
- Develop an assertive approach to resolve customer queries
- Propose settlement negotiations to recover delinquent balances (these accounts should be seriously delinquent)
- Updating latest contact details of customer in Finn1 and raise regular maintenance to facilitate customer requirements (billing changes, SI changes, reversals etc)
- To attend the team meeting and regularly highlight problems with solutions encountered during routine collections.
- Route difficult/complex cases to the Team Leader.
- Achieve the performance targets that has been communicated by the TL
- Work on reports and debits account as and when required.

Knowledge, Skills and Experience
- Minimum Graduate with 2-3 years of work experience
- Product Knowledge
- Banksys, Osoolsys, Select
- PC Literate
- Excellent verbal and written communication skills
- Assertiveness
- All collectors will undergo training prior to joining the production floor- which will cover negotiation, Finn1 etc.