Collection Officer (Resident)

The Collections Analyst is a trainee professional role. Requires a good knowledge of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Makes evaluative judgements based on the analysis of factual information. They are expected to resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own job.

Responsibilities:

• Responsible for conducting interviews with delinquent customers to assess their situation and reach a negotiation
• Utilize advanced negotiation skills to resolve delinquency issues. Provide financial solution by assisting customer with their debt obligation (e. g. offering rewrite program, settlement program). Utilize computer software to document calls, analyze customer problems, and seek resolution. Utilize all available tools and technology to influence customer behavior with established procedures. Ensure proper collection actions by addressing the issue, including legal actions, liaise with lawyer (for backend collections).
• Responsible for performance analysis and probability of payment from customers, reducing the risk, improving performance of customers with higher balances owed. Requires the ability to interact with people in the business (Internal / External to collections). Requires knowledge in the banking business related to collections and the ability to address strategic improvements independently
• Provide training to junior collectors in negotiation techniques / collection
• Guarantee the execution of strategic improvements in the collection process
• Ability to identify trends and provide business projections based on economic conditions
• Communicate to the business on financial trends, evaluations and interpreting risk analysis for Senior Management
• This position leverages the combination of quantitative skills to maximize recovery while maintaining operational quality and ensuring a positive experience with the customer.
• Fulfilling the customers’ needs while providing an exceptional customer experience is the expected behavior from all our employees and it will be measured by specific metrics/KPIs.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Handles issues on systems, process and participates in UAT as necessary. Provide feedback on project–related activities. Monitor errors to ensure adherence to audit and control processes. May recommend appropriate actions to resolve identified problems. May work with business teams to develop system process improvements and solutions

Qualifications:

• 2 years' experience in Collection
• Responsible, Analytical, Proactive, Organized, Team Player, Ability to Work Under Pressure, Results Oriented.
• Innovation and generation of proposals. Ability to adjust quickly to changes and reprioritization in the market

Education:

• Bachelor's degree

#LI-Resident

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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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