Lead FE Collection.Credit Management MBP

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