Job Purpose / Role Summary:

The Collection Officer is responsible for managing and recovering overdue payments from customers while maintaining positive customer relationships and ensuring compliance with company and regulatory guidelines. The role involves following up with delinquent customers, analyzing repayment capacity, negotiating settlements, and ensuring timely recovery to minimize financial risk and maintain portfolio health.

Main Accountabilities:

• Recovery field visit and NPA borrower visit
• Follow up in daily basis with ROR, AICR, DICR and TICR regarding NPA visits and
• proceedings of the entire Division
• Working in close coordination with the business team in prioritizing and selection of the
• Banking Units to focus on
• Conducting monthly performance reviews of recovery staff
• Responsible for GL recovery either directly or through ROR, AICR, DICR and TICR
• Maintain a daily MIS
• Analyse and maintain data of recovery of the entire GL portfolio and report submission on

daily and monthly basis

• Strategy making for better recovery plans
• Conducting meetings and reviews as and when required
• Coordinating with the Head Office Team on regular basis
• Customer Service or Complaint Resolution

Experience / Skillset / Certifications Required:

• Educational Qualifications - Minimum HSC
• Experience 0 to 4
• Skills & Competencies In-depth knowledge of recovery operations, NPA management, and GL portfolio handling.
• Strong leadership and team management skills to guide and review recovery staff performance.
• Excellent coordination and communication skills for effective collaboration with ROR, AICR, DICR, TICR, and business teams.
• Analytical ability to interpret recovery data and design effective collection strategies.
• Proficiency in MIS maintenance, reporting, and data-driven decision-making.

• Strategic planning and problem-solving skills for improved recovery outcomes.
• Sound understanding of legal and regulatory recovery processes.
• Customer service orientation with skill in complaint handling and resolution.
• Time management and ability to handle field operations efficiently.

• Goals / KPIs:
• Goals:

• Achieve targeted recovery and reduction in NPA levels across the assigned division.
• Strengthen coordination with ROR, AICR, DICR, and TICR to ensure timely field visits and follow-ups.
• Enhance the efficiency of recovery operations through effective strategy formulation.
• Conduct regular performance reviews of recovery staff to improve productivity.
• Maintain accurate MIS and ensure timely daily and monthly reporting.
• Collaborate with business and Head Office teams for priority setting and issue resolution.
• Ensure customer satisfaction through prompt service and complaint handling.

• Key Performance Indicators (KPIs):
• Percentage achievement of monthly and quarterly recovery targets
• Reduction rate in NPA and overdue accounts
• Timeliness and accuracy of MIS and report submissions
• Number of field visits and borrower follow-ups completed
• Improvement in staff performance through periodic reviews
• Implementation rate of recovery strategies and their impact on collection efficiency
• Coordination effectiveness with ROR, AICR, DICR, TICR, and business teams
• Customer complaints resolved within defined timelines
• Compliance with internal audit and recovery process standards