Lead FE Collection.Credit Management MBP

This role involves managing early-stage delinquent retail accounts by proactively engaging with customers to ensure timely recovery of payments. The position requires maintaining strong customer relationships while adhering to regulatory guidelines and internal bank policies. The focus is on preventing accounts from progressing into more severe delinquency stages through effective communication and negotiation.

Key Responsibilities

- Manage early delinquency stages including Current, Reminder, 1–30 Days Past Due (DPD), and 31–60 DPD accounts as assigned.
- Initiate contact with customers using telephone, SMS, email, WhatsApp, and other approved communication channels.
- Encourage customers to make timely repayments to avoid escalation into higher delinquency buckets.
- Negotiate repayment plans, document promises to pay (PTPs), and monitor adherence to these commitments.
- Educate customers about their payment obligations and resolve any payment-related queries promptly.
- Maintain professional and courteous interactions at all times to foster positive customer relationships.
- Monitor the assigned portfolio daily, prioritizing accounts identified as high-risk.
- Escalate cases that appear vulnerable or potentially fraudulent to the appropriate teams.
- Adhere strictly to Fair Collection Practices and ensure compliance with State Bank regulations and internal policies.
- Prepare and submit daily reports on collection activities, PTP tracking, roll-rate monitoring, and recovery performance.

Required Qualifications

- Bachelor’s degree from a recognized institution.
- Strong negotiation skills and experience with skip tracing techniques.
- Proficiency in collection management systems and MS Office applications.
- Excellent communication skills, both verbal and written.

Experience

- 3 to 4 years of experience in retail collections.
- Specific experience handling Credit Cards and Personal Loans portfolios.
- Familiarity with collection dialers and collection management software.

Competencies

- Strong persuasion and negotiation abilities.
- Customer service orientation with a focus on maintaining positive interactions.
- Resilience and the ability to handle challenging situations effectively.
- Excellent time management skills to prioritize and manage workload efficiently.
- High integrity and adherence to ethical standards.
- Problem-solving skills and the ability to work collaboratively within a team environment.

This position offers an opportunity to contribute significantly to the bank’s recovery efforts while developing valuable skills in customer engagement and credit management. Candidates who demonstrate a proactive approach, strong communication skills, and a commitment to compliance will excel in this role.