Lead FE Collection.Credit Management MBP
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Skills
About the role
Job Purpose
To manage early-stage delinquent retail accounts through proactive customer engagement, ensuring timely recovery while maintaining excellent customer relationships and compliance with regulatory and bank standards.
Key Result Areas
• Manage early delinquency buckets (Current, Reminder, 1–30 DPD, and 31–60 DPD as assigned).
• Contact customers through telephone, SMS, email, WhatsApp, and other approved channels.
• Encourage timely repayments before accounts roll into higher delinquency buckets.
• Negotiate repayment commitments. Record promises to pay (PTPs) and monitor fulfillment.
• Educate customers regarding payment obligations. Resolve payment-related queries.
• Maintain professional and courteous interactions.
• Monitor assigned portfolio daily. Prioritize high-risk accounts.
• Escalate vulnerable or potentially fraudulent cases.
• Follow Fair Collection Practices. Ensure compliance with SBP regulations, Internal Policy
• Daily collection activity reports. PTP tracking. Roll-rate monitoring. Recovery performance reports.
Knowledge, Skills and Experience
Qualifications
• Bachelor's degree.
Technical Skills
• Negotiation & Skip tracing
• Collection systems and MS Office
• Good Communication skills
Experience
• 3–4 years in Retail Collections.
• Experience in Credit Cards and Personal Loans.
• Experience with collection dialers and collection management systems.
Competency
• Persuasion and negotiation
• Customer Service Orientation
• Resilience
• Time management
• Integrity
• Problem Solving and Teamwork