Collections Support Agent

Documentation & Control Management

• Process and Issue Critical Documents:
• 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.
• Settlement Monitoring:
• 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.
• Document Control:
• 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.
• Quality Assurance:
• 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.
• Complaint Management:
• 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:

• Collection Support Activities:
• Execute targeted SMS & Email dunning campaigns.
• Monitor campaign effectiveness metrics.
• Conduct pre-delinquency calling programs.
• Perform detailed credit card reconciliation.
• Track early warning indicators.
• System Management:
• 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:

• Internal Coordination:
• Support collection teams with required information.
• Coordinate with legal department on documentation.
• Work with IT on system requirements.
• Assist quality team with monitoring needs.
•  External Communication:
• Handle sensitive customer inquiries professionally.
• Interface with external agencies effectively.
• Support audit requirements with documentation.
• Maintain professional stakeholder relationships.

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

Skills:

• Advanced documentation management
• Proficiency in banking systems
• Strong process control knowledge
• Quality monitoring expertise

Competencies:

• Advanced data analysis capabilities
• Exceptional attention to detail
• High ethical standards
• Superior communication skills
• Strong analytical ability
• Excellent time management
• High level of discretion
• Professional demeanour.