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Role Overview

We are looking for an experienced professional from debt collection, credit operations, or branch banking who brings very good knowledge of Flex-cube and credit products, together with strong communication, organizational, and team leadership capabilities.

Position Objective:

The role coordinates the Soft Collection team’s day-to-day work, oversees the handling of the delinquent customer portfolio, and helps employees fulfil their duties. It also holds direct responsibility for calculating and establishing customers’ outstanding obligations and producing the associated confirmation statements, with accuracy and adherence to contractual provisions and the Bank’s internal regulatory framework.

Duties

Main Responsibilities:

• Oversee and coordinate the Soft Collection team’s daily work, tracking assigned tasks through completion in line with established priorities and objectives.
• Distribute the delinquent customer portfolio across team members, set priorities, and assess performance at both individual and team levels.
• Track customers’ agreed payment commitments, ensure prompt follow-up when promises are not met, and advise the team on suitable actions or escalation steps.
• Help and guide employees in customer communications, difficult cases, and the resolution of everyday operational problems.
• Arrange timely case escalation or transfer to the next collection stage, making sure that customer contact records, actions undertaken, and supporting documents are accurate and complete.
• Provide the Assistant Manager with updates on portfolio and team performance, problems identified, and issues that need intervention.
• Take direct responsibility for regularly calculating and establishing outstanding obligations across the entire delinquent customer portfolio and preparing the corresponding confirmation statements.
• Check every component of customers’ outstanding obligations for accuracy, covering principal, interest, penalties, and fees, against the applicable product and contractual terms.
• Apply credit product conditions and the Bank’s internal regulatory framework when calculating and recording outstanding obligations.
• Work with the responsible units to investigate and resolve discrepancies or other problems when they arise.
• Help enhance work processes and build staff knowledge while maintaining the required confidentiality and standards for customer communication.

Qualifications

Required Education and Experience:

• Hold a university degree in Economics, Finance, Accounting, or a related discipline.
• Bring at least five years of professional experience gained in debt collection, credit operations, or branch banking.
• Demonstrate very good hands-on knowledge of Flex-cube, especially for credit administration and identifying customers’ outstanding obligations.
• Have very good knowledge of credit products, contract provisions, and the methods for calculating customers’ outstanding obligations.
• Be capable of organizing, guiding, and supporting the team’s everyday work.
• Demonstrate strong organization, prioritization, and task-management abilities, including following assignments through to completion.
• Work accurately and responsibly, pay close attention to detail, and remain effective under pressure.
• Possess very good Excel knowledge and the ability to produce reports for portfolio monitoring.

Role Overview

We are looking for an experienced professional from debt collection, credit operations, or branch banking who brings very good knowledge of Flex-cube and credit products, together with strong communication, organizational, and team leadership capabilities.

Position Objective:

The role coordinates the Soft Collection team’s day-to-day work, oversees the handling of the delinquent customer portfolio, and helps employees fulfil their duties. It also holds direct responsibility for calculating and establishing customers’ outstanding obligations and producing the associated confirmation statements, with accuracy and adherence to contractual provisions and the Bank’s internal regulatory framework.

Duties

Main Responsibilities:

• Oversee and coordinate the Soft Collection team’s daily work, tracking assigned tasks through completion in line with established priorities and objectives.
• Distribute the delinquent customer portfolio across team members, set priorities, and assess performance at both individual and team levels.
• Track customers’ agreed payment commitments, ensure prompt follow-up when promises are not met, and advise the team on suitable actions or escalation steps.
• Help and guide employees in customer communications, difficult cases, and the resolution of everyday operational problems.
• Arrange timely case escalation or transfer to the next collection stage, making sure that customer contact records, actions undertaken, and supporting documents are accurate and complete.
• Provide the Assistant Manager with updates on portfolio and team performance, problems identified, and issues that need intervention.
• Take direct responsibility for regularly calculating and establishing outstanding obligations across the entire delinquent customer portfolio and preparing the corresponding confirmation statements.
• Check every component of customers’ outstanding obligations for accuracy, covering principal, interest, penalties, and fees, against the applicable product and contractual terms.
• Apply credit product conditions and the Bank’s internal regulatory framework when calculating and recording outstanding obligations.
• Work with the responsible units to investigate and resolve discrepancies or other problems when they arise.
• Help enhance work processes and build staff knowledge while maintaining the required confidentiality and standards for customer communication.

Qualifications

Required Education and Experience:

• Hold a university degree in Economics, Finance, Accounting, or a related discipline.
• Bring at least five years of professional experience gained in debt collection, credit operations, or branch banking.
• Demonstrate very good hands-on knowledge of Flex-cube, especially for credit administration and identifying customers’ outstanding obligations.
• Have very good knowledge of credit products, contract provisions, and the methods for calculating customers’ outstanding obligations.
• Be capable of organizing, guiding, and supporting the team’s everyday work.
• Demonstrate strong organization, prioritization, and task-management abilities, including following assignments through to completion.
• Work accurately and responsibly, pay close attention to detail, and remain effective under pressure.
• Possess very good Excel knowledge and the ability to produce reports for portfolio monitoring.