Collection Officer (Pakistan CoE)
Mashreq Bank
Karachi, Sindh, PK
5d ago
source : Mehnat Mazdoori

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
  • Product Knowledge
  • Excellent verbal and written communication skills
  • Assertiveness
  • All collectors will undergo training prior to joining the production floor- which will cover negotiation, Finn1 etc.
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