Senior Collection Agent

About the role

The Senior Collection Agent will manage the collection of overdue accounts, coordinate legal actions, and support the bank’s legal team in recovering debts. This role involves direct contact with defaulted customers, preparation of legal documentation, and monitoring of collection targets.

Key responsibilities

• Prepare checklists and print statements for civil and criminal legal actions, and forward complete documentation to the Legal Department.
• Maintain and publish records of all legal action cases and update the collection system with actions taken.
• Contact assigned defaulted customers, obtain promises to pay, and follow up on broken commitments.
• Block defaulter and guarantor accounts, and ensure timely debiting of overdue payments.
• Coordinate with branches, account officers, and employers to facilitate recovery and end‑of‑service benefit settlements.
• Retrieve cheques for criminal cases, file insurance claims for death or loss of employment, and update CRDB as required.
• Meet daily call targets, identify problem cases early, and recommend appropriate collection tools and remedial strategies.
• Achieve monthly collection targets in line with KPIs.

Required profile

• University degree, preferably Bachelor of Commerce.
• Training certificate in a related field.
• 1–2 years of experience in collections, banking or legal support.
• Strong knowledge of banking processes and legal collection procedures.
• Excellent communication skills and ability to handle customer enquiries professionally.

Required skills

• Proficiency in Microsoft Office applications.