Collections Executive - Retail MFB - Collections

Key Objective of the Role:

To drive the collection process of receivables across multiple sources, aiming to reduce total outstanding amounts and average days past due (DPD), while maintaining positive client relationships and partnership continuity.

Major Deliverables:

• Negotiate payment schedules with customers that align with their financial situation while meeting organizational debt recovery goals.
• Monitor and control portfolio delinquencies by bucket and DPD, with a focus on reducing non-starters and improving recovery rates.
• Deliver high standards of customer service related to collections — including processing refunds, resolving discrepancies, and handling account adjustments.
• Maintain accurate customer account details, noting non-payments, delayed payments, and irregularities; manage small balance write-offs and reconciliations.
• Update and maintain customer files with detailed contact history, communication notes, and follow-up actions.
• Coordinate with tracing teams and recommend remedial action for defaulters and absconders.
• Investigate default reasons and attempt to resolve issues amicably, while preserving long-term client relationships.
• Engage support from sales teams and senior management where necessary to escalate recovery efforts.
• Assist collection managers (including court receivers) in repossession of assets and coordinate with legal/police authorities where required.
• Ensure compliance with audit standards, regulatory requirements, and internal company policies and procedures.

Key Skills & Competencies:

• Strong understanding of collections processes, credit risk, and customer behavior
• Good negotiation and interpersonal communication skills
• Ability to handle sensitive conversations with professionalism
• Familiarity with bucket-wise DPD monitoring and collection strategies
• Working knowledge of legal recovery processes, tracing, and repossession
• Proficiency in MS Office and basic accounting tools
• Commitment to compliance and audit readiness