Collection Officer.Retail Collections Egypt.Credit Management Group

Target Achievement & Strategy

• Drive unsecured domain collections to meet/exceed monthly recovery goals; analyze performance metrics (e.g., Collection Efficiency, bucket resolution) and execute correct actions

• Develop effective collection strategies for different account segments.

• Lead and mentor external agency collection agents; conduct 1:1s, team meetings, performance reviews and training sessions.

• Monitor attrition and shrinkage; implement retention and contingency plans.

• Manage escalations, sensitive cases, and high-risk accounts, including negotiation of payment plans and settlements

• Reporting & Analytics

• Track KPIs: calls made, aging buckets, attrition/shrinkage rates, customer satisfaction.

• Deliver regular operational reports, root cause analyses, and improvement plans.

• Compliance, Audit & Documentation

• Ensure full adherence to internal policies, legal/regulatory frameworks, and audit standards.

• Process & Operational Excellence

• Identify and implement process improvements, new tools or technologies to enhance efficiency and reduce costs.

• Share knowledge and best practices with cross-functional teams.