Recovery Officer

2 days ago

Qesm El Doki Al Jizah, Egypt Waseela Full time

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Job Purpose:

As a Recovery Officer at Waseela, you will be responsible for managing and driving the performance of third-party collection agencies assigned to you. Your primary role is to ensure effective recovery of delinquent accounts, specifically buckets 6+, by closely coordinating with agency teams, monitoring compliance, providing support, and achieving collection targets within regulatory and organizational guidelines.

Key Responsibilities:

1.    Agency Management:


• Handle day-to-day operations with assigned collection agencies, ensuring smooth coordination.


• Regularly communicate with agency team leads and telecallers to drive recovery performance.


• Allocate accounts (buckets 6+) to agencies as per strategy.

2.    Performance Monitoring:


•      Track daily, weekly, and monthly collection performance of agencies against defined targets.


•  Analyze agency reports and take corrective actions in case of underperformance.


•  Ensure timely submission of MIS, PTPs, broken PTPs, and payment updates by agency staff.

3.    Training & Support:


•  Provide initial and ongoing training to agency telecallers on product knowledge, compliance, and soft skills.


•  Conduct joint reviews and refreshers on calling strategies and scripts.

4.    Compliance & Quality Control:


•  Ensure agencies operate in full compliance with RBI and company collection guidelines.


•  Perform call audits and quality checks; flag violations and take corrective actions.


•  Promote ethical recovery practices and protect customer rights.

5.    Escalation Handling:


•  Act as the first point of contact for escalations arising from the agency.


•  Coordinate with internal teams (legal, field, or customer care) for resolution of high-risk or complex cases.

6.    Reporting & Analysis:


•  Share daily/weekly updates with the Collections Manager on agency-wise performance, risk accounts, and operational challenges.


•  Analyze recovery trends and identify process improvement opportunities.

7.    Payment Reconciliation:


•  Ensure payment receipts reported by the agency are reconciled with system entries.


•  Coordinate with finance/back-office teams for adjustments or clarifications.

Qualifications:


•  Bachelor's Degree


•  1–3 years of proven experience in collections external agency management


•  Strong negotiation and communication skills

Key Skills:


•  Relationship management with external partners (agencies)


•  Ability to manage and monitor large volumes of accounts


•  Knowledge of telecalling/collections SOPs and regulatory compliance


•  Data analysis and performance tracking using Excel or MIS tools


•  Strong problem-solving and coordination skills

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