Collections Officer, Credit Cards

Financial

• Negotiating with clients and coming up with suitable exit strategies for delinquent Credit Cards within assigned portfolio.
  
• Recommending delinquent Credit Cards to be placed on lock-up (classified/downgraded) and those to be exempted.
  
• Telephonic Collections: Conduct high-volume outbound calling and obtaining PTPs.
  
• Proactively identify delinquent cards; use analytics dashboards to flag suspicious cards, analyse utilization trends, behaviour scoring, and segmentation; recommend collection strategy improvements.
  
• Management, collection and recovery of outstanding amounts under assigned portfolio of past due accounts with a view of roll rate control, over limit regularization, charge off prevention, and minimum due default reduction.
  
• Achieve monthly recovery targets; review early arrears accounts and recommend action plans; implement action plans and monitor performance;
  
• Reduce provisions and prevent NPL attrition on the Credit Card Portfolio.
  
• Ensuring effective customer communication through calls, emails, issuance of demand letters and notices etc.
  

Internal Business Process

• Manage card scheme relationships (Visa, Mastercard) including compliance, incentives, and strategic initiatives.
  
• Work closely with technology and operations teams to deliver product enhancements and system improvements
  
• Support audits, regulatory reviews, and scheme compliance activities
  
• Collation and submission of quality data/reports in a timely manner or as may be required from time to time.
  
• Meeting regulatory compliance requirements and consistency in adherence to and effective application of established policies, processes, procedures and tools in achieving optimal efficiency and cost effectiveness.
  
• Optimal utilization of available technology e.g. collection system etc.
  
• Accurate asset classification in the system
  
• Audit ratings - Satisfactory
  
• CBK Inspection ratings - Satisfactory
  

Customer & Process Control

• Provide customers with account information; conduct customer call visits; handle and escalate fraud indicators, disputes, and suspicious activity; ensure accurate CPR reporting; maintain complete documentation; ensure compliance with card scheme rules and CBK guidelines.
  
• Improve customer experience through faster turnaround times, and effective servicing.
  
• Analyze customer behavior and insights to optimize offers and promotions
  
• Quality of credit service standards and maintenance of TAT as per policy
  
• Clear Communication and excellent relationship management in handling assigned portfolio of delinquent accounts.
  

People & Culture

• Champion continuous learning and adoption of best practices in cards and payments.
  
• Uphold HFC values
  
• Self-development- participate in team learning and knowledge sharing.
  
• Performance Management