Core Functions

The Retail Collections Associate is responsible for managing delinquent retail credit portfolios, including credit cards, loans, and overdrafts, by recommending and initiating corrective actions. This role contributes to maintaining the quality of the Banks retail credit portfolio and minimizing credit losses through effective collection strategies, strict adherence to credit policies, and compliance with regulatory guidelines.

Key Responsibilities

• Manage delinquent accounts by initiating collection strategies and recommending corrective actions

• Monitor and maintain the quality of the retail credit portfolio, ensuring adherence to Bank policies

• Minimize risk of loss through efficient collections, credit controls, and compliance with regulatory requirements

• Negotiate repayment plans with clients while preserving customer relationships and client satisfaction

• Escalate complex cases or high-risk accounts to senior management for further action

• Maintain accurate records of collection activities, client communications, and account updates

• Generate reports and provide regular updates on portfolio performance, collection trends, and recovery metrics

• Collaborate with internal teams, including Credit, Risk, and Customer Service, to resolve account issues

• Support periodic audits, reconciliations, and reviews of the retail credit portfolio

Education and Experience

• Diploma or Degree in Business Administration, Finance, Banking, or Accounting from a recognized tertiary institution

• Minimum of three years experience in banking, with at least one year in a collections role

• Banking experience with a focus on credit management

Specialized Skills and Competencies

• Strong knowledge of negotiation and debt recovery techniques

• Sound credit judgment and decision-making ability

• High level of analytical and problem-solving skills

• Excellent verbal and written communication skills

• Tenacity and resilience in meeting and exceeding performance targets

• Strong interpersonal and customer service skills

• Working knowledge of the Banks lending and collections policies and procedures

• Self-motivated, well-organized, and results-driven

• High level of professionalism and confidentiality

• Proficiency in computer applications, including word processing and spreadsheet software

• Ability to prepare and analyze reports

Special Conditions Associated with the Job

• Normal office environment

• Commission-based compensation structure

• Shift work between 7:00 a.m. and 8:00 p.m.

• Occasional work outside normal business hours, including weekends