Collection Officer

The Collection Officer is responsible for managing the full credit collection process across the merchant portfolio. The role involves overseeing all stages of collections, from early engagement with delinquent accounts to escalations and portfolio reporting. In addition to managing collections, the officer ensures recovery actions are compliant with internal credit policies and regulatory standards and collaborates with relationship managers to ensure that any changes to facilities are properly documented and filed. This position plays a critical role in protecting revenue, maintaining a healthy loan book, and sustaining long-term relationships with merchants.

Key Responsibilities:

Credit Portfolio Management

• Take full ownership of a portfolio of delinquent loan accounts (1–90 DPD), including daily monitoring, prioritization, and recovery planning.
• Use data insights to identify default trends, root causes, and exposure risk providing recommendations to leadership on process enhancements.
• Develop and execute targeted recovery strategies including call campaigns, structured payment plans and customized follow-up sequences.
• Draft, issue, and track demand letters in accordance with SOP’s and legal requirements.
• Manage escalated recovery actions including external debt collection coordination and pre-litigation steps when necessary.
• Ensure all activities and engagements are logged accurately in the collection system (Debt Collection Module)

Client Relationships Management & Compliance

• Maintain professional and tactful communication with merchants to recover outstanding amounts without jeopardizing long-term relationships.
• Ensure full adherence to internal credit recovery procedures and external regulatory standards, while fostering cross-functional collaboration to align on complex or sensitive collection cases
• Ensure any changes to facility terms are communicated, documented, and properly filed in coordination with Relationship Managers.
• Collaborate with the Legal Department on recovery related litigation matters.

Reporting

• Prepare, analyze, and present collections performance dashboards and projections vs. actuals to Credit and Commercial leadership.
• Track key collection KPIs such as recovery rate, portfolio at risk, DPD movement, and cure rates.
• Advise management on emerging merchant behaviors or external trends impacting repayment patterns.

Must Have Job Requirements:

• A bachelor’s degree in a business-related field
• Minimum of 3 years’ proven working experience in collections, loan recovery or a related role within a financial institution.
• Strong understanding of credit risk and portfolio management, with hands-on knowledge of credit policies, loan documentation, recovery procedures, and compliance frameworks.
• Proficient in the use of CRM platforms, loan management systems, and collections modules to track portfolio status and recovery action.