Collection & Default Call Center Officer

Job Summary:

• Collection & Default Call Center Officer
• Responsibilities include achieving the assigned recovery targets for Non-Performing Loans (NPLs) and written-off portfolios. This also involves actively pursuing recovery from pre-charged off, charged off, written-off, and skip accounts, with a focused approach in alignment with the regulatory framework set forth by the SBP’s Fair Debt Collection Guidelines, as well as MMBL internal policies and procedures. The position will also ensure exemplary service delivery in all customer interactions.

Responsibilities:

• Collection & Recovery Management
• Guarantee timely field visits to delinquent customers, ensuring an efficient and structured visit schedule is followed to ensure all collection & recovery targets are met through effective negotiations
• Ensure collections in strict compliance with SBP’s Fair Debt Collection Guidelines, providing daily updates on visited accounts to the designated line manager.
• Work towards reducing Non-Performing Loan (NPL) provisions, take responsibility for the collection of delinquent accounts classified as NPLs and Loss (charged-off) & adhere to Promised To Pay (PTPs).
• Address and resolve customer queries or complaints raised during visits or calls, promptly escalating any unresolved issues to the line manager.
• Portfolio Management:
• Ensure follow-up as per defined frequency, timely delivery of recovery letters and notices to all defaulting customers, adhering to established timelines.
• Perform regular portfolio performance reviews and proactively manage collections through desk reviews, ensuring that key portfolio and collection metrics remain within the assigned benchmarks.
• Compliance & controls:
• Maintain a strong understanding of consumer protection laws, debt recovery regulations, and the bank's internal procedures to ensure all actions are ethical and lawful.
• Ensure compliance and reduce legal and reputational risks associated with collections.
• Handle escalated customer issues, disputes, or complaints, ensuring resolution while adhering to the bank’s policies.
• Any other task:
• Bank may assign any other related task from time to time

Eligibility / Qualification Required:

• Required Qualification & Experience:
• Hold Bachelor Degree from a reputable Institution
• Having experience of more than 1 years in the area of collection & recovery Essential Skills
• Strong organizational skills
• Proficient in MS Office
• Sound communication and interpersonal skills
• Ability to work independently
• Ready for mobility
• Ability to work under pressure

Job Details:

• Department: Central Finance & Accounts
• Job Type: Permanent
• Grade: OG-III
• Positions: 1
• Locations: Islamabad
• Application Deadline: Jun 07, 2026

How to Apply: