Lead FE Collection.Credit Management MBP

Mashreq Bank PSC; Pakistan; On-site; PKR 1,000,000 - 1,800,000; Full time

Job summary

Mashreq Bank PSC is seeking a Collections Officer to manage early-stage delinquency retail accounts in Pakistan. You will engage customers using phone, SMS, email, WhatsApp, and other approved channels to secure timely repayments and record promises to pay.

The role requires strict adherence to regulatory standards and internal policies. Ideal candidates have 3–4 years of experience in retail collections, with knowledge of card and personal loan collections, and strong negotiation and

Qualifications

• Bachelor's degree required.
• Experience with collection dialers and collection management systems.
• Strong negotiation and communication skills.

Responsibilities

• Manage early delinquency buckets (Current to 60 DPD) as assigned.
• Contact customers via telephone, SMS, email, WhatsApp, and approved channels.
• Encourage timely repayments and negotiate PTPs.
• Record promises to pay and monitor fulfillment.
• Educate customers on payment obligations and resolve queries.
• Maintain professional interactions and prioritize high-risk accounts.
• Escalate vulnerable or potentially fraudulent cases and ensure compliance with SBP regulations.

Skills

Negotiation & Skip tracing

Collection systems and MS Office

Good Communication skills

Education

Bachelor's degree

Tools

Collection dialers

Collection management systems

Job description

Job Purpose

To manage early-stage delinquent retail accounts through proactive customer engagement, ensuring timely recovery while maintaining excellent customer relationships and compliance with regulatory and bank standards.

Key Result Areas

• Manage early delinquency buckets (Current, Reminder, 1–30 DPD, and 31–60 DPD as assigned).
• Contact customers through telephone, SMS, email, WhatsApp, and other approved channels.
• Encourage timely repayments before accounts roll into higher delinquency buckets.
• Negotiate repayment commitments. Record promises to pay (PTPs) and monitor fulfillment.
• Educate customers regarding payment obligations. Resolve payment-related queries.
• Maintain professional and courteous interactions.
• Monitor assigned portfolio daily. Prioritize high-risk accounts.
• Escalate vulnerable or potentially fraudulent cases.
• Follow Fair Collection Practices. Ensure compliance with SBP regulations, Internal Policy
• Daily collection activity reports. PTP tracking. Roll-rate monitoring. Recovery performance reports.

Knowledge, Skills and Experience

Qualifications

• Bachelor's degree.

Technical Skills

• Negotiation & Skip tracing
• Collection systems and MS Office
• Good Communication skills

Experience

• 3–4 years in Retail Collections.
• Experience in Credit Cards and Personal Loans.
• Experience with collection dialers and collection management systems.

Competency

• Persuasion and negotiation
• Customer Service Orientation
• Resilience
• Time management
• Integrity
• Problem Solving and Teamwork