About this 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