Collection Officer (Mashreq Global Network)

Mashreq; Karachi Division; On-site; PKR 446,000 - 670,000; Full time

Job summary

Mashreq in Karachi is seeking a collections specialist to manage delinquent accounts and recover arrears. You will operate an automated Finn1 system, maintain customer contact, and negotiate payment plans to bring accounts up to date.

The role demands 2–3 years of collections experience, strong communication skills, and assertiveness to resolve complex cases, with on-site work in Karachi.

Qualifications

• Graduate with 2–3 years of work experience in collections or financial services.
• Knowledge of collections processes and tools (Banksys, Osoolsys, Select).
• Excellent verbal and written communication, with strong negotiation ability.

Responsibilities

• Handle a queue of delinquent accounts and make 100–150 daily calls.
• Use Finn1 web-based system to track accounts and update details.
• Negotiate repayment plans and follow up on promises to collect payments.
• Identify potential skips/frauds and escalate to team lead.
• Mentor new joiners and share best practices in collections.

Skills

Tele-calling

Verbal and written communication

Assertiveness

PC literacy

Collections knowledge

Negotiation skills

Education

Graduate degree

Tools

Banksys

Osoolsys

Select

Job description

Job Purpose

Work a queue/pool of delinquent accounts to collect arrears to bring customers account up-to-date or within agreed terms of borrowing using different collection tools. (Telephone, letters, email, fax, legal process etc).

Key Result Areas

• Work a queue of delinquent accounts. The job involves tele-calling for most part of the day- approximately 100-150 calls on a daily basis.
• Work is done on an automated collection system- Finn1 which is a web based system.
• Make regular contact with customers to collect the full overdue payment or if the full payment cannot be made then negotiate a repayment plan as required.
• Follow up promises to ensure payments are received
• Identify potential skips and fraud cases and elevate all irregularities in accounts to the attention of the TL.
• Develop an assertive approach to resolve customer queries
• Propose settlement negotiations to recover delinquent balances (these accounts should be seriously delinquent)
• Updating latest contact details of customer in Finn1 and raise regular maintenance to facilitate customer requirements (billing changes, SI changes, reversals etc)
• To attend the team meeting and regularly highlight problems with solutions encountered during routine collections.
• Resolve difficult/complex cases forwarded by collection officer.
• Achieve the performance targets that has been communicated by the TL
• Work on reports and debits account as and when required.
• Mentor new joiners and provide on job training to them.
• Circulate MIS related to team activities.

Knowledge, Skills and Experience

• Minimum Graduate with 2-3 years of work experience
• Product Knowledge
• Banksys, Osoolsys, Select
• PC Literate
• Excellent verbal and written communication skills
• Assertiveness
• All collectors will undergo training prior to joining the production floor- which will cover negotiation, Finn1 etc.