Principle Accountabilities
Financial
- Negotiating with clients and coming up with
suitable exit strategies for delinquent Credit Cards within assigned
portfolio.
- Recommending delinquent Credit Cards to be
placed on lock-up (classified/downgraded) and those to be exempted.
- Telephonic Collections: Conduct high-volume
outbound calling and obtaining PTPs.
- Proactively identify delinquent cards; use
analytics dashboards to flag suspicious cards, analyse utilization trends,
behaviour scoring, and segmentation; recommend collection strategy
improvements.
- Management, collection and recovery of
outstanding amounts under assigned portfolio of past due accounts with a
view of roll rate control, over limit regularization, charge off
prevention, and minimum due default reduction.
- Achieve monthly recovery targets; review early
arrears accounts and recommend action plans; implement action plans and
monitor performance;
- Reduce provisions and prevent NPL attrition on
the Credit Card Portfolio.
- Ensuring effective customer communication
through calls, emails, issuance of demand letters and notices etc.
Internal Business Process
- Manage card scheme relationships (Visa,
Mastercard) including compliance, incentives, and strategic initiatives.
- Work closely with technology and operations
teams to deliver product enhancements and system improvements
- Support audits, regulatory reviews, and scheme
compliance activities
- Collation and submission of quality data/reports
in a timely manner or as may be required from time to time.
- Meeting regulatory compliance requirements and
consistency in adherence to and effective application of established
policies, processes, procedures and tools in achieving optimal efficiency
and cost effectiveness.
- Optimal utilization of available technology e.g.
collection system etc.
- Accurate asset classification in the system
- Audit ratings – Satisfactory
- CBK Inspection ratings – Satisfactory
Customer & Process Control
- Provide customers with account information;
conduct customer call visits; handle and escalate fraud indicators,
disputes, and suspicious activity; ensure accurate CPR reporting; maintain
complete documentation; ensure compliance with card scheme rules and CBK
guidelines.
- Improve customer experience through faster
turnaround times, and effective servicing.
- Analyze customer behavior and insights to
optimize offers and promotions
- Quality of credit service standards and
maintenance of TAT as per policy
- Clear Communication and excellent relationship
management in handling assigned portfolio of delinquent accounts.
People & Culture
- Champion continuous learning and adoption of
best practices in cards and payments.
- Uphold HFC values
- Self-development- participate in team learning
and knowledge sharing.
- Performance Management
Key Competencies and Skills
- Solid understanding of credit card products,
knowledge of credit card lifecycle
- Understanding of CBK Prudential Guidelines and
card-specific regulations.
- Ability to analyse utilization, repayment
behavior, roll rates, segmentation.
- Fraud indicator identification and dispute
handling.
- Proficiency with CMS, collections systems,
dialers, CRM systems and Microsoft Office Suite.
- Strong negotiation skills and customer service
attitude.
- Knowledge of KYC/AML compliance requirements.
- Portfolio monitoring and evaluation skills.
- Analytical skills and commercial acumen.
- Ability to evaluate credit risk and recommend
repayment plans.
- Ability to use analytics dashboards for risk
detection.
- Streetwise knowledge in handling diverse
customer situations.
- Resilience and ability to work under pressure.
- Emotional intelligence and conflict-resolution
skills.
- Strong communication and interpersonal skills.
- Time management and prioritization.
- Integrity, confidentiality, and ethical
behavior.
- Teamwork, adaptability, and proactive problem
solving.
Minimum
Qualifications, Knowledge and Experience
- Bachelor’s degree in Finance, Business, or a
related field preferred.
- 3 years’ experience, two of which should be in
credit / lending in a debt management / collection functions or Card
Operations.
- Experience with card management systems (CMS),
Knowledge of Visa/Mastercard scheme rules and ability to extract and
interpret delinquency and behavioural reports.
How to
Apply
