About the Role
Manage a portfolio of delinquent home loan accounts while taking appropriate collection actions to recover arrears and regularize customer accounts in accordance with agreed lending terms and Bank policies. This role utilizes various collection tools and channels, including tele-calling, recorded lines, letters, emails, legal notices, and other recovery mechanisms to maximize collections and minimize delinquency.
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Key Responsibilities
- Manage and monitor a portfolio of delinquent home loan accounts to ensure timely recovery of overdue amounts.
- Conduct extensive customer outreach through recorded telephone lines, averaging approximately 30 calls per day.
- Utilize the company's automated collections platform (FinnOne) to manage collection activities, maintain records, and track customer interactions.
- Establish regular contact with customers to secure full payment of overdue amounts or negotiate suitable repayment arrangements where necessary.
- Assess and process restructuring requests from financially distressed customers and coordinate with Credit and Operations teams to implement approved restructuring arrangements within the system.
- Monitor customer commitments and follow up on payment promises to ensure timely fulfillment.
- Identify potential skip-tracing and fraud-related cases and promptly escalate any irregularities or suspicious activities to Management.
- Handle customer inquiries professionally and proactively, ensuring prompt and effective resolution.
- Recommend settlement proposals for severely delinquent accounts and coordinate the issuance of legal and final notices. Where recovery efforts remain unsuccessful, facilitate referral of cases to the Legal Department for foreclosure proceedings.
- Maintain accurate customer information in FinnOne, including updating contact details and processing account maintenance requests such as debit vouchers, reversals, and other operational requirements.
- Participate actively in team meetings and highlight collection challenges while proposing practical solutions to improve performance and operational efficiency.
- Coordinate with CXCG, Operations, and Home Loan teams to ensure prompt and satisfactory resolution of customer complaints.
- Maintain full compliance with the company's Code of Conduct and all applicable policies and procedures.
- Ensure awareness of and adherence to Customer Protection Regulation (CPR) guidelines and other regulatory requirements.
Qualifications & Experience
- Bachelor's Degree or equivalent.
- Minimum 3 years of experience in Retail Banking Collections and Recoveries.
- Strong knowledge of Home Loan and Ijarah Finance products.
- Excellent verbal and written communication skills.
- Strong negotiation and customer handling capabilities.
- Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
- Familiarity with collection and recovery systems such as FinnOne is preferred.
- Sound understanding of collections, recoveries, restructuring, legal recovery processes, and regulatory requirements.
