OVERALL SCOPE

To be responsible, under the direction of Head of Collection for the management of the assigned operational collections team(s) within Yoma Bank Collections & Recoveries & to contribute to efficient and effective management of Delinquent & NPL Accounts & Customers.

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 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
• 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

Experience

• Experience in working at financial institution;
• HP Collection and repossession at trip
• 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