Collections Officer

Must Have Job Requirements:

• A bachelor’s degree in a business-related field
  
• Minimum of 3 years’ proven working experience in collections, loan recovery or a related role within a financial institution.
  
• Strong understanding of credit risk and portfolio management, with hands-on knowledge of credit policies, loan documentation, recovery procedures, and compliance frameworks.
  
• Proficient in the use of CRM platforms, loan management systems, and collections modules to track portfolio status and recovery action.
  

Credit Portfolio Management

• Take full ownership of a portfolio of delinquent loan accounts (1–90 DPD), including daily monitoring, prioritization, and recovery planning.
  
• Use data insights to identify default trends, root causes, and exposure risk providing recommendations to leadership on process enhancements.
  
• Develop and execute targeted recovery strategies including call campaigns, structured payment plans and customized follow-up sequences.
  
• Draft, issue, and track demand letters in accordance with SOP’s and legal requirements.
  
• Manage escalated recovery actions including external debt collection coordination and pre-litigation steps when necessary.
  
• Ensure all activities and engagements are logged accurately in the collection system (Debt Collection Module)
  

Client Relationships Management & Compliance

• Maintain professional and tactful communication with merchants to recover outstanding amounts without jeopardizing long-term relationships.
  
• Ensure full adherence to internal credit recovery procedures and external regulatory standards, while fostering cross-functional collaboration to align on complex or sensitive collection cases
  
• Ensure any changes to facility terms are communicated, documented, and properly filed in coordination with Relationship Managers.
  
• Collaborate with the Legal Department on recovery related litigation matters.
  

Reporting

• Prepare, analyze, and present collections performance dashboards and projections vs. actuals to Credit and Commercial leadership.
  
• Track key collection KPIs such as recovery rate, portfolio at risk, DPD movement, and cure rates.
  
• Advise management on emerging merchant behaviors or external trends impacting repayment patterns.