Collections Officer-ANSA Merchant Bank Limited

The incumbent is responsible for updating delinquent accounts, identifying causes, applying corrective actions, and ensuring timely follow-up to reduce arrears and protect bank performance.

Collections Officer-ANSA Merchant Bank Limited

Job Summary:

Primarily responsible for ensuring that delinquent and overdue accounts are updated in a timely manner. Identifying the root cause of the delinquency and applying corrective measures to update and rehabilitate delinquent accounts through different payment options, ensuring prompt contact and consistent follow-up with all customers in arrears, to minimize any negative impact on the overall arrears' portfolio and financial performance of the Bank.

Key Responsibilities:

1. Contact customers and consistently follow-up on all assigned delinquent accounts
   • Determine the root cause of the delinquency and apply corrective actions / recommendations to rehabilitate the accounts. In the event the account cannot be rehabilitated, the Collections Officer must provide instructions to have the asset repossessed.
   • Portfolio Assigned:
     • Loans Reporting in the below Overdue Categories:
     • 1-30 Days
     • 31-60 Days
     • 61-90 Days
     • Over 90 Days
     • Pre- and Post- Repossession & Sale
     • Pre-Legal
2. To capture all interactions, payment options, and collection activity in the Collection’s Module concisely and accurately to ensure all reports generated will be up-to-date  
   • Reports are generated monthly.
3. Contact clients with ACH rejects and NSF cheques for outstanding payments.
   • To provide reports as required.
4. Customer request and queries
   • Handles customers’ request and queries via the CX Portal, email and walk-in customers within the established timeframes, with minimum referral to the Supervisor.
5. Ensure all relevant arrears letters and payment arrangements are documented, saved, and dispatched in a timely basis, as per Collections Policy Manual
   • Identify accounts and ensure that the relative letters are dispatched on a timely basis.
6. Handling Settlement of Insurance Claims pertaining to Portfolio assigned
   • Prompt turnaround time of Claim cheques to effect repairs. Effective follow up of shortfalls after settlement cheques are applied.
7. Effect refunds to clients
   • Prompt and efficient handling of refunds to clients and also provide clients with updates on the stage the refund is at. Follow up with manager/supervisor on refund issued.
8. . Prepare Memos to: a) Settle closed accounts.  b) Transfer funds c) Adjust balances
   • Promptly prepare AVO’s to close settled accounts and stop ACH from pulling. Ensure transfer of funds and errors on accounts are promptly corrected.
9. Prepare Statements and Letters at client’s requests.
   • Prepare statements and letters within three days of receipt of client’s requests.
10. Reconcile customer’s accounts & solve queries
    • Perform reconciliation of client’s accounts in a prompt and efficient manner to solve queries with missing payments and arrears.
11. Handle incoming calls from clients
    • Courteously and efficiently answer in-coming customer calls and queries in a professional and prompt manner so as to provide excellent customer service.
12. Sundry duties assigned
    • Perform sundry duties that are assigned.

Education & Experience:

• Minimum 5 O-Level /CSEC passes.
• Bachelor’s Degree in a business-related field.
• Three years working experience of which at least two should be in the field of Collections.
• Working experience in Banking /Financial Institutions will be considered an asset.
• Equivalent combination of qualification and experience.

Business/Technical Skills Required:

• Experience and proficiency in Microsoft Office applications with particular emphasis on Excel, Word & Outlook.
• Proficiency using information systems.

Personal Characteristics:

• Strong organizational and time management skills.
• Ability to work in a confidential environment.
• High degree of integrity and commitment.
• Professional demeanor and grooming.
• Ability to work with minimal supervision is essential.
• Must be able to adhere to timelines and set deliverables.
• Excellent oral and written communication skills.
• Strong numerical orientation.
• Excellent analytical and problem-solving skills.
• Strong detail orientation to ensure accuracy in all operations.
• Good interpersonal skills and team orientation.
• Team Player with excellent interpersonal skills and member service skills.
• Proactive approach.
• Ambitious & accountable for achieving or surpassing assigned performance targets.