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Mobilink Microfinance Bank Ltd
Collection & Default Call Centre OfficerMobilink Microfinance Bank Ltd • Melbourne, AU
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Collection & Default Call Centre Officer

Collection & Default Call Centre Officer

Mobilink Microfinance Bank Ltd • Melbourne, AU
25 days ago
Job description

Collection & Default Call Centre Officer

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.

Responsibilities

  • 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

Qualifications

  • 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 Location

  • Head Office
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Collection & Default Call Centre Officer • Melbourne, AU

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