Position: Collection Officer
Report to : Collection Leader
I.Key Responsibilities
1. Regularly monitor overdue customer accounts and take appropriate follow-up actions to support timely debt collection.
2. Extract and prepare accurate lists of overdue customers in an organized and timely manner.
3. Prioritize customer cases for follow-up and resolution based on the risk level and potential of each customer account.
4. Prepare and maintain accurate lists of normal customers (Normal Status) according to priority and schedule.
5. Contact and remind normal customers about their repayment due dates by using professional communication skills and appropriate wording to maintain a good relationship with customers.
6. Handle overdue customer cases through telephone follow-up effectively by applying proper procedures, negotiation skills, strategies, and communication techniques that support the company’s interests while maintaining professionalism and firmness.
7. Conduct field visits to customers’ homes or business locations to follow up and resolve overdue loan cases effectively through proper procedures, negotiation techniques, and professional approaches.
8. Regularly follow up on customers’ repayment commitments, evaluate the effectiveness of previous solutions, measure results, and adjust collection strategies according to actual situations.
9. Cooperate with local authorities, government institutions, private organizations, local communities, and relevant parties to facilitate debt collection and obtain necessary information.
10. Develop and apply effective collection strategies, procedures, action plans, negotiation techniques, and customer handling methods, including proper communication, persuasion, and problem-solving approaches, while maintaining professionalism, firmness, and protecting the company’s interests.
11. Prepare and submit accurate and timely reports, written reports, and verbal updates as required.
12. Request support, advice, or additional resources from the Branch Manager when facing difficult cases or situations requiring further assistance.
13. Report immediately to the Branch Manager upon identifying fraud cases, blacklisted areas, high-risk customers, or other issues that may negatively impact company operations and future business performance.