Analyst/ Associate - Recovery Specialist, Risk Management Group

Description

Business Function

To manage risk effectively and run a successful business, we invest significantly in our people and infrastructure.

Job Objective

To maximise recovery of past‑due accounts through effective, customer‑focused collection strategies while ensuring full compliance with regulatory and internal requirements.

Key Responsibilities

• Manage written‑off portfolios and achieve individual and team recovery targets.
• Proactively engage customers to negotiate sustainable repayment arrangements that optimise recovery outcomes.
• Review customer profiles and recommend suitable remedial actions.

• Deliver professional, high‑quality service throughout the recovery process to uphold customer satisfaction.
• Promptly address customer complaints, queries and disputes within required turnaround
• Handle difficult cases with tact, resilience, and sound judgment.

• Identify and escalate emerging risks, irregularities, or issues in a timely manner.
• Ensure strict adherence to Group policies, internal controls, regulatory obligations, and local laws
• Operational & Administrative Responsibilities
• Execute operational tasks such as preparation of reminder letters, statements of account, settlement letters, and other documentation.
• Process account transactions including closures, payment transfers, and refunds with accuracy and timeliness

• Leverage digital tools and analytics to enhance recovery performance and support data‑driven decisions.
• Support and champion continuous improvement initiatives through Agile methodology, digital innovation, automation and process optimisation.
• Collaborate closely with team members to achieve team targets and contribute to a high-performance culture.

• Degree or Diploma in any related discipline.
• Minimum 3 years of experience in credit collection or recovery within banking or financial services industry.
• Experience is unsecured litigation is an added advantage
• Strong communication and negotiation skills, with the ability to handle challenging conversations independently.
• Good analytical, problem-solving, and decision-making abilities.
• Strong team player with professionalism, integrity, and ability to work effectively with stakeholders.