• Regularly monitor the day-to-day activities of live customers, analyze their accounts, and determine the reasons for any delinquencies. • Engage with individuals and organizations to arrange mutually acceptable payment plans for both them and the bank. • Report any unusual findings during the collection process to the team leader or Collections Head. • Aim to maximize collections and ensure that monthly targets are consistently met or exceeded. • Adhere to the operational risk framework requirements for collections. • Support the Business Relationship Managers (RMs) by monitoring employer performance and reviewing outcomes to develop action plans addressing any identified shortcomings. • Manage service levels for both internal and external customers, as well as address various company complaints. • Ensure the confidentiality of customer data at all times. • Follow up with the operations team at the hub to ensure that all customer payments are promptly updated. • Work collaboratively to identify, escalate, mitigate, and resolve issues related to risk, conduct, and compliance matters

• Knowledge of Banks collection process • Payment Negotiation skills • Qualifications • Undergraduate degree