Contacts delinquent loan customers to negotiate repayment plans that are acceptable to the Bank and customers. Customer contact is via meeting, telephone, letters, and indirectly through field collectors, recovery agents and attorneys.-Tracking portfolio quality/performance and reporting on unusual trends.- Responsible for handling hardcore accounts.- Delivering anti money laundry/financial crime related sessions to the bank.- Responsible for calculate the total amount for clients who want to pay off \ out his loans - Responsible for approval for the clients who want to top up his loans.- Responsible for supporting all branches for any issue related with collections department - Handles decreasing collaterals & early settlement - Contributing to decrease the flow rate and achieve unit targets- Manage customers contact information with utmost secrecy, and making sure their details are updated and renewed at all times.- Collecting overdue amounts from customers who failed to meet due dates in order to minimize delinquency and control flow heading to higher buckets - Handles legal process for eligible accounts (non performing) to raise legal action.- Helping customers with difficult financial situations find a suitable solution for making their payments.- Follow up with agencies to take legal actions against delinquent customers & drop legal actions for customers who paid delinquent amounts.

- Partnering with all branch touch points to achieve goals- Delivering excellent customer service by focusing on customer needs- Proactively market with a strong visibility in branch on a daily basis – daily huddles, sales meetings, and joint sales calls with partners.- Lead the market through exceptional service delivery to customer, best in market turn-around-times, simplicity, efficiency, and reliability.- Build successful relationships with third parties: Developers; Real Estate Agents; Mortgage Brokers; Values; Conveyancers; etc. to improve value proposition, offer unique products, and enhance acquisition model.- Manage Mortgage Products and ensure continued competitiveness, high levels of customer satisfaction, optimal service quality standards, and acceptable risk levels, minimize costs, and improve overall Products profitability.- Identify opportunities and target segments, develop and launch new Consumer Banking Mortgage products. Drive for timely execution, co-ordinate with various Divisions to ensure all aspects of the Product Development including Systems, Processes and Procedures, Audit compliance, and Legal/Risk approvals are in place.- Act in a timely and acceptable manner (within the defined Consumer Banking strategy) in anticipation of dynamic market needs and to external environment changes including competitors offerings, with amendments and enhancements to existing Products features, criteria, and processes.- Plan, propose, develop, launch, and manage promotions and campaigns to create sales opportunities and complement Sales efforts.- Ensure adequate product visibility, both outdoors and in branches, and enhance product value and visibility through Campaigns and Promotions.- Manage the Mortgage Portfolio in line with the marketing strategy of Consumer & Elite Gold Banking and within the overall framework and direction.