Collection Executive / Officer

Job Description:

Title: Executive – Collection 

Experience: 1-2 years

Qualification: Any graduates

Location: Mahape

Role Overview:

• Always display a courteous and polite attitude.

• Perform calling activity on (outbound) past due accounts and negotiate payments.

• To follow in accordance with the standard telephone scripts provided

• At all-time update all collection activities in TruCollect accurately

• Evaluate and recommend/ perform field visits.

• Evaluate and assign cases for legal actions according to legal action criteria.

• Attend MB & other law enforcement agencies to represent bank as and when required.

• Ensure to action all work assigned accurately and on timely manner.

• Provide timely, consistent actions on same type of customers and cases.

• To escalate to supervisor on early sign of financial difficulties / market concern based on 

customer feedback.

• Using resolution tools and forbearance options to find the right solutions for customers.

• Respond to customer queries in a timely manner.

• Escalate to supervisor within 24 hours on queries / potential complaints.

Credit Monitoring | Retail Loan Servicing | Real Asset Management | Dispute Resolution & Advisory

• Identify and lead process improvement opportunities customer experience and cost saving 

opportunities.

• Managing resources and maintain an efficient process flow.

• Action individually but achieve the task as one team through effective working relationships 

with colleagues.

• Ensuring compliance with bank policies, regulatory and operational Risk requirements

• Increase NPS & maintaining zero unprofessional calls.

• Ensure all AML/ CDD policies and procedures per group and the local regulator are adhered 

to in conducting credit evaluation and approvals.

• Ensure zero tolerance method for this aspect, within the team/ unit.

• Report any breaches or suspicious persons/ relationship to the local L&C

• Identify and make suggestions to develop and continuously improve recovery processes and 

strategies to optimize recoveries.

Our Ideal Candidate:

• Ensure strict control over recovery costs.

• Should possess excellent recovery skills & knowledge of various recovery techniques.

• Should possess good communication skills with understanding of recovery systems.

• Should possess excellent negotiation skills.

• Should possess good analytical skills to meet target.

• Should gain excellent understanding of local market and legal practice.

• Maintain bank code of conduct and ethics.