ESSENTIAL DUTIES AND RESPONSIBILITIES 

• To at all times comply with Yoma Bank’s Code of Conduct, Policy & Procedures 

• To effectively use the Yoma Bank’s core systems including FBE & Collection system by acquiring the required levels of knowledge in these systems 

• To use these systems and particularly Collection system to accurately manage customer queries about their accounts that are in arrears   

• To work 100% of delinquent accounts assigned to the individual collector within the agreed timeframes 

• To chase and follow-up collection via phone call/virtual call and field call collection and repossession 

• To achieve the agreed contact rates with customers who have accounts in arrears 

• To achieve the agreed number of customer meetings with products that require face to face customer collector interactions 

• To achieve the agreed call rates with customers who have accounts in arrears 

• To achieve the agreed promise rates with customers who have accounts in arrears 

• To achieve the agreed kept promise & rate 

• To achieve the agreed cash collected as % of total arrears on assigned accounts 

• To effectively follow up customers who have broken agreed promise to repay on accounts in arrears 

• To resolve customer disputes within Yoma Bank policy and procedure / Support Associates in dispute resolutions/customer engagements. 

• To maintain all required reports including productivity files & Collection system 

• To undertake external filed calls to customers with accounts in arrears as required from time to time 

• To be punctual & timely in work attendance 

• To always act as an effective and positive team member 

• To follow Yoma Bank’s dress Code  

• To assist Senior Collections & Collections Managers in assisting, guiding, and educating Collection associates 

• To undertake special duties as assigned by Collections Managers 

QUALIFICATIONS REQUIRED

Experience 

• HP collection and repossession (call and field call) 

• Work experience in a financial institution; 

• Knowledge of Collections & Recovery Operations

Knowledge & Skills 

• Sound knowledge Of Yoma bank Credit Products terms & conditions 

• To understand the calculation of payments interest & penalties on all Yoma Bank credit Products 

• To understand relevant Myanmar CBM rules & regulations 

Education & Special Training 

• Degree Prefered 

• High School completion essential 

Languages 

• Working proficiency in English and Burmese.