Snr. Specialist - with Team Leader Responsibilities in Soft Collection Unit - Credit Risk Department

Senior Specialist - with Team Leader Responsibilities in Soft Collection Unit part of Credit Risk Department

We are seeking a professional with experience in debt collection, credit operations, or branch banking, with very good knowledge of the Flex-cube system and credit products, as well as strong communication, organizational, and team leadership skills.

Purpose of the Position

To coordinate the daily activities of the Soft Collection team, monitor the management of the delinquent customer portfolio, and support staff in carrying out their responsibilities. The position also involves direct responsibility for calculating and determining customers’ outstanding obligations and preparing the relevant confirmation statements, ensuring accuracy and compliance with contractual terms and the Bank’s internal regulatory framework.

Key Responsibilities

• Coordinate and monitor the daily activities of the Soft Collection team, following up on the completion of assigned tasks, priorities, and defined objectives.

• Allocates and prioritizes the delinquent customer portfolio among team members and monitors individual and team performance.
• Monitors payment commitments agreed with customers, ensures timely follow-up on broken promises, and guides the team on the appropriate actions or escalation measures.

• Guide and support staff in communicating with customers, handling challenging cases, and resolving day-to-day operational issues.

• Coordinates the timely escalation or transfer of cases to the subsequent collection stage, ensuring that the customer contact history, actions taken, and supporting documentation are complete and accurately recorded.

• Report to the Assistant Manager on portfolio performance, team performance, identified issues, and matters requiring intervention.
• Directly responsible for the calculation and determine outstanding obligations for the entire portfolio of delinquent customers and prepare the relevant confirmation statements on an ongoing basis.
• Verify the accuracy of all components of customers’ outstanding obligations, including principal, interest, penalties, and fees, in accordance with the terms of the relevant product and contract.
• Ensure compliance with credit product terms and the Bank’s internal regulatory framework when calculating and documenting outstanding obligations.
• In the event of discrepancies or other issues, collaborate with the responsible units to clarify and resolve them.
• Contribute to the improvement of work processes and the development of staff knowledge, while ensuring compliance with confidentiality requirements and customer communication standards.

Required Qualifications and Experience

• University degree in Economics, Finance, Accounting, or a related field.
• At least five years of professional experience in debt collection, credit operations, or branch banking.
• Very good practical knowledge of the Flex-cube system, particularly in credit administration and the identification of customers’ outstanding obligations.
• Very good knowledge of credit products, contractual terms, and the methodology used to calculate customers’ outstanding obligations.
• Ability to coordinate, guide, and support the team in its daily activities.
• Strong organizational, prioritization, and task-management skills, with the ability to follow assignments through to completion.
• Accuracy, attention to detail, accountability, and the ability to work effectively under pressure.
• Very good knowledge of Excel and the ability to prepare portfolio monitoring reports.

Application

Only shortlisted candidates will be contacted regarding the subsequent stages of the recruitment process. All applications will be treated with strict confidentiality.