Collections Manager

OCBC Bank (Hong Kong) Limited; Hong Kong; On-site; HKD 446,000 - 714,000; Full time

Job summary

OCBC Bank (Hong Kong) Limited is seeking a supervisory-level professional to manage a portfolio of delinquent accounts and work with customers to develop personalized repayment plans. You will coordinate with internal teams to ensure a cohesive collections strategy and deliver customized solutions that balance customer needs with risk management.

The role requires strong communication, negotiation, and analytical skills, with empathy and a customer-focused mindset to help clients regain

Qualifications

• A degree or diploma in a relevant field, such as finance or business.
• At least 2 years of experience at supervisory level in Collections or a related field, such as credit risk or customer service.
• Strong communication and negotiation skills, with the ability to work effectively with customers and internal stakeholders.
• Analytical and problem-solving skills, with the ability to analyze complex data and develop creative solutions.
• Empathetic and customer-focused, with a passion for helping others.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and meeting deadlines.

Responsibilities

• Manage a portfolio of delinquent accounts, working closely with customers to understand their financial situation and develop personalized plans to help them overcome their challenges
• Negotiate payment plans and provide ongoing support to help customers achieve financial stability
• Analyze customer data to identify trends and patterns, and develop strategies to improve collections outcomes
• Collaborate with internal stakeholders, such as credit risk and sales teams, to ensure a cohesive approach to customer management
• Stay up-to-date with industry trends and regulatory requirements, applying this knowledge to improve collections processes and outcomes

Skills

Communication

Negotiation

Analytical thinking

Customer focus

Empathy

Problem solving

Education

Finance or Business degree/diploma

Job description

How you succeed

To succeed in this role, you'll need to take a customer-centric approach, understanding the unique needs and circumstances of each customer. You'll work closely with them to identify solutions, negotiate payment plans, and provide ongoing support to help them achieve financial stability. Your goal is to find mutually beneficial solutions that meet the customer's needs while also minimizing risk for the bank.

What you will be doing:

Manage a portfolio of delinquent accounts, working closely with customers to understand their financial situation and develop personalized plans to help them overcome their challenges

Negotiate payment plans and provide ongoing support to help customers achieve financial stability

Analyze customer data to identify trends and patterns, and develop strategies to improve collections outcomes

Collaborate with internal stakeholders, such as credit risk and sales teams, to ensure a cohesive approach to customer management

Stay up-to-date with industry trends and regulatory requirements, applying this knowledge to improve collections processes and outcomes

What are we looking for:

A degree or diploma in a relevant field, such as finance or business

At least 2 years of experience at supervisory level in Collections or a related field, such as credit risk or customer service

Strong communication and negotiation skills, with the ability to work effectively with customers and internal stakeholders

Analytical and problem-solving skills, with the ability to analyze complex data and develop creative solutions

Empathetic and customer-focused, with a passion for helping others

Ability to work in a fast-paced environment, prioritizing multiple tasks and meeting deadlines