Collections Officer, Credit Cards at HF Group

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.