Job Purpose
You will provide a comprehensive administrative and operational support to the Collections department through meticulous management of sensitive documentation, precise monitoring of settlement compliance, professional handling of customer complaints, and strict adherence to regulatory requirements while ensuring the highest standards of accuracy, confidentiality, and customer service.
Documentation & Control Management
- Verify and issue settlement letters with accurate payment terms and conditions.
- Generate liability/no liability letters after thorough account verification.
- Maintain settlement proposal register with complete approval hierarchy details.
- Create and monitor payment schedules with specific milestone tracking.
- Issue settlement reference numbers following delegation matrix verification.
- Track settlement payments against approved terms.
- Monitor post-dated cheque inventory with detailed logging.
- Verify settlement calculations including principal, interest, and charges.
- Document delegation matrix compliance for each settlement case.
- Maintain comprehensive settlement status tracking system.
- Flag and escalate settlement breaches promptly.
- Implement strict document filing and retrieval protocols.
- Maintain secure storage of legal documents.
- Track document turnaround times against SLAs.
- Ensure proper verification of all customer information.
- Maintain audit trails of all document handling.
Regulatory Compliance & Quality:
- Consumer Protection Regulation Compliance:
- Monitor adherence to prescribed calling hours.
- Track fair collection practice implementation.
- Verify customer communication standards.
- Maintain regulatory reporting documentation.
- Monitor compliance training completion records.
- Conduct systematic call quality assessments.
- Document compliance breaches with supporting evidence.
- Generate detailed quality monitoring reports.
- Track quality improvement metrics.
- Provide constructive feedback on quality issues.
- Process complaints within regulatory timeframes.
- Maintain detailed complaint resolution records.
- Track complaint patterns and root causes.
- Generate comprehensive complaint analytics.
- Ensure proper escalation of critical cases.
Operational Support:
- Execute targeted SMS & Email dunning campaigns.
- Monitor campaign effectiveness metrics.
- Conduct pre-delinquency calling programs.
- Perform detailed credit card reconciliation.
- Track early warning indicators.
- Maintain accuracy of core banking system data.
- Monitor user access rights and privileges.
- Generate periodic system reports.
- Ensure data integrity and security.
- Track system performance metrics.
Stakeholder Management:
- Support collection teams with required information.
- Coordinate with legal department on documentation.
- Work with IT on system requirements.
- Assist quality team with monitoring needs.
- Handle sensitive customer inquiries professionally.
- Interface with external agencies effectively.
- Support audit requirements with documentation.
- Maintain professional stakeholder relationships.
Requirements:
Qualifications:
- Bachelor's degree in business/finance/Banking
- Advanced Excel and data maintenance skills mandatory
- Demonstrate strong interpersonal and communication skills
- Professional certification in Banking Operations (preferred)
- Advanced training in Consumer Protection Regulations (preferred)
- Certification in Quality Assurance (preferred)
Experience:
- Minimum 2-3 years in banking operations
- Strong background in customer service preferred
- Demonstrated experience in quality monitoring
- Thorough knowledge of banking regulations
- Comprehensive understanding of collection processes
