Job Description
An exciting opportunity for a Collections Officer has arisen within our Credit Department. The incumbent shall be responsible for proactive monitoring and follow-up of loan accounts to minimize arrears, ensure timely repayments, with a primary focus on preventing loans from moving into severe delinquency (PaR30 and higher). Experienced and qualified candidates with a proven track record in collections are encouraged to apply.
Duties and Responsibilities
Delinquency Management (Core Goal: PaR30 Reduction):
• Support branch managers in implementing predelinquency strategy that includes, post-disbursement monitoring
(turnover analysis, deposit checks, sinking fund funding).
• Proactively manage and follow up on accounts that are current but may be at risk of default, and those that are 1-89
days past due.
• Implement early-stage collection strategies, including outbound calls, SMS, email, and reminder letters, to encourage
timely repayment and resolve payment issues.
• Negotiate and execute suitable payment arrangements with customers within policy guidelines to cure delinquent accounts
and prevent escalation to 90+ days past due (NPL) category.
Customer Engagement & Relationship:
• Maintain a high level of customer service while conducting collection activities, ensuring compliance with all regulatory and
internal policies.
• Document all collection efforts, customer conversations, and payment promises accurately and promptly.
Policy & Compliance:
• Ensure all collection activities adhere strictly to the company's credit and collections policies and legal/regulatory requirements.
• Identify and escalate complex or problematic accounts that require management intervention or legal/recovery action timeously.
Performance Monitoring:
• Achieve daily, weekly, and monthly collection targets, specifically related to curing loans 1-89 days past due and minimizing
the flow of accounts into 90 days past due and higher categories.
Debt Collections
• Monitor performing and near-due accounts to identify early warning signs of delinquency.
• Contact clients before repayment due dates with reminders via calls, SMS, or visits.
• Follow up promptly on accounts in 1-89 overdue days, ensuring early resolution and repayment.
• Maintain updated records of all collection activities and client engagements.
• Negotiate and agree on short-term repayment arrangements where necessary, escalating cases appropriately.
• Provide weekly and monthly arrears reports, highlighting trends, challenges, and recommendations.
• Ensure compliance with the credit policy, internal controls, and regulatory requirements.
• Maintain professional client relations that encourage repayment while preserving customer goodwill.
Qualifications and Experience
• Bachelor’s degree in Banking, Finance, Business, or related field.
• At least 2 years’ experience in credit operations, preferably in collections.
• Strong negotiation and communication skills.
• Knowledge of credit policies, lending products, and customer service.
• Proven negotiation and conflict resolution skills.
Key Performance Indicators (KPIs) Expected
• Reduction in PaR30
• Percentage of arrears cured within 30 days.
• Roll Rate Reduction: Percentage of accounts rolling from 1-30 days past due to 31-60 days past due.
• Cure Rate: Percentage of delinquent accounts successfully brought back to current status.
• PaR30 Flow: Minimize the number and value of accounts entering the 90+ days past due
How to Apply
All applications addressed to hr@empowerbank.co.zw must be received no later than the 14th October 2025 clearly stating the position being applied for under the subject matter.
Copies of academic and professional qualifications including ID must be attached
Similar Jobs
