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- The Outbound Call Center Officer for the Collections & Default team is responsible for initiating proactive outbound calls to customers who have due current or defaulted on loans. This role focuses on current & debt recovery through customer engagement, offering payment solutions, and negotiating new terms while maintaining a professional relationship with the customers. The Officer plays a key role in reducing delinquency rates and ensuring adherence to the bank's collections policies, legal requirements, and customer service standards.
- Outbound Collections Calls & Targets:
- Make proactive outbound calls to customers with current due. overdue loans, reminding them of their payment obligations.
- Utilize dialers, CRM systems, or manually dial accounts in current due & default to initiate collection efforts.
- Encourage customers to settle overdue amounts and negotiate feasible repayment options, including extensions or restructuring.
- Keep a professional and polite tone while engaging with customers to maintain good customer relationships.
- Handle customer disputes and objections regarding payments, loan amounts, or terms, resolving issues within the scope of the role.
- Escalate unresolved cases or complaints to higher management when necessary.
- Meet or exceed individual and team collection targets, including the number of calls made, accounts contacted, and payments secured.
- Monitor performance metrics such as call volume, recovery rates, customer satisfaction, and adherence to timelines.
- Negotiation and Payment Plans:
- Engage in discussions with customers to understand their financial situation and propose payment plans or restructuring options.
- Confirm customer commitments and ensure agreed-upon terms are followed up on and documented in the system.
- Escalate cases that are not resolved through negotiation or if payment plans are not adhered to, to the appropriate team for legal or further action.
- Educate customers on the importance of making timely payments and the consequences of continued default, including possible penalties or legal action.
- Explain loan terms, outstanding balances, fees, and other charges clearly and professionally to ensure customers fully understand their obligations
- Tracking and Reporting:
- Record all outbound calls, agreements, and follow-up actions in the bank's system.
- Maintain accurate and up-to-date records of customer payment statuses and promised payment schedules.
- Provide daily/weekly reports on collection activities, successes, and pending cases to the line manager.
- Analyze customer data to identify patterns or trends that could improve the collection process.
- Any other task:
- Bank may assign any other related task from time to time
- Minimum Bachelor's degree. Degree in Finance, Business, or related field is preferred
- Previous experience in outbound collections, customer service, or telemarketing is preferred.
- Experience in microfinance, banking, or debt recovery is a plus.
- Essential Skills
- Strong organizational skills
- Proficient in MS Office & telephone calls handling
- Sound communication and interpersonal skills
- Ability to work independently
- Ability to work under pressure
Job Details
Mobilink Bank
Mobilink Bank is providing banking services to over 42 million registered users including 16+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 100 branches and 200,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion. MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.
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