Senior Officer - Site Visitor

Role Overview

The Senior Officer Site Visitor within the Collection Department of Retail Risk Division is primarily responsible for direct customer engagement. This role focuses on achieving the full repayment of loans by utilizing effective collection methods and clearly communicating the repercussions of unpaid loans to borrowers, co-borrowers, and guarantors.

Key Responsibilities

• Collect comprehensive information about customers prior to site visits.
• Conduct site visits to customers undergoing recovery phases following the bank's strategic guidelines.
• Maximize cash collection amounts during visits.
• Clearly explain the consequences of defaulting on loan repayments.
• Arrange client meetings in suitable environments such as the bank premises or the client's location, ensuring professional conduct throughout.
• Establish and finalize loan repayment agreements with customers.
• Maintain up-to-date customer information, including contact details and address updates.
• Provide customers with various financial solutions like counseling, loan restructuring, repayment plans, debt settlements, or voluntary asset sales.
• Pursue mutually beneficial negotiation outcomes whenever feasible.
• Accurately document all collected data and actions taken into the Collection System.
• Escalate cases according to defined policies and procedures.
• Submit reports and feedback to supervisors regularly.
• Recommend penalty or interest waivers when appropriate to serve the bank’s interests, preparing the necessary documentation.

Qualifications and Skills

• A university degree is preferred, ideally in Finance, Business Administration, or Economics.
• At least three years of banking experience, particularly with loan products and collections, is desired.
• Demonstrated ability to quickly learn and adapt to new processes and changes.
• Excellent communication capabilities to interact effectively with customers and team members.
• Good proficiency in English and solid computer literacy, especially teamwork software.
• Strong knowledge of Microsoft Office suite.