Debt Recovery Officer

Role Profile

• The Debt Recovery Officer will manage long-outstanding debts, typically accounts aged 90+ days or over one year. The role covers debt recovery, collections follow-up, debt monitoring, restructuring discussions, client visits, preparation of portfolio performance reports, and accurate documentation of recovery actions.

Key Responsibilities

Debt Recovery and Follow-Up:

• Contact customers with overdue accounts via telephone, email, or other communication channels.
• Discuss payment options and negotiate repayment plans that align with company policies.
• Follow up on missed payments and escalate issues where necessary.

Portfolio Management:

• Manage and prioritize a portfolio of delinquent accounts to ensure timely recovery.
• Analyze customer repayment trends and identify high-risk accounts for escalation.
• Monitor and track repayment progress to ensure compliance with agreed terms.

Customer Engagement:

• Build professional and respectful relationships with customers to facilitate debt recovery.
• Educate customers on repayment options and the consequences of default.
• Handle customer queries, complaints, and disputes professionally and promptly.

Compliance and Risk Management:

• Ensure all recovery activities comply with company policies, regulatory guidelines, and ethical standards.
• Identify and report any potential risks in the recovery process.
• Safeguard customer data and privacy in line with legal requirements.

Reporting and Documentation:

• Maintain detailed records of all customer interactions, agreements, and recovery outcomes.
• Prepare and submit regular reports on portfolio performance and recovery progress.
• Update the debt recovery system with accurate and timely data.

Skills & Core Competencies

• Strong negotiation, communication, and interpersonal skills.
• Excellent organizational and time management abilities.
• Familiarity with relevant consumer protection / debt collection laws.
• Ability to work independently with minimal supervision.
• Good record-keeping and reporting discipline.
• Ability to work under pressure and meet deadlines.

Professional Qualifications & Relevant Experience

• Diploma/Degree in Business, Finance, Law, or a related field (or equivalent experience).
• Minimum 2 years’ proven experience in debt collection, credit control, or recovery.
• Experience in debt collection, customer service, credit control, or any related field.

Personal Attributes

• High integrity and professionalism.
• Resilience and persistence in handling challenging situations.
• Strong problem-solving and decision-making skills.