Job Description

Position Name: Executive Customer Care (Collections)

 Location: East-Wharf Keamari Port, Karachi (On-Site)

 Educational and Technical Qualifications:

• Min. 14 years of Education in any discipline, preferably in Accounting, Finance or economics.
• Physical & Mental Fitness as per QHSE required standards i.e., hand/eye/foot coordination / visual/auditory requirements etc.
  
• Available to work in shifts, including nights, weekends, and public holidays

 Years of Experience: 2 years of relevant experience

 Nature of Experience: Cash/bank instrument collection and handling

Technical Competencies required for the role:

• Proficiency in the collections process, verification of fake notes, and reconciliation.
• Knowledge of applicable laws/rules and regulations that regulate collections.
• Basic knowledge of any billing & collection system.
• Can operate computer, MS Office, Email

 KEY RESPONSIBILITIES:

Core Responsibilities:

• Supervise and ensure the accuracy, completeness, and timely processing of all the payments receives from Customers at Front desk and/or online channel including payments receives for Letpass account. This includes real-time system entries, verification, reporting, reconciliation, filing, scanning, and dispatching as per established SOPs.
• Assist Line Manager and Executive (Billing) in executing their responsibilities as and when needed.
• Supervise and ensure the process of timely handing-over of daily collection to nominated armored service and perform reconciliation to ensure completeness and accuracy. Also swiftly attend and resolve if any query receives from the Bank related to daily collection.
• Ensure timely reporting of Customer Letpass Account balances and statements on monthly basis and as & when required by the Customers.
• Ensure that security protocols related to Collection room, wallet room, lockers, cash drawers and keys of these premises are implemented and followed all the time at all level, that also includes the cash and collections instruments kept inside the collection room and handing-over/taking over of collection at shift change. Any observation or breach of protocol must be reported to senior immediately.
• Receive, verify, process and coordinate excess refund cases of Customers in line with departmental SOP, including reporting, scanning and filing of records.
• Coordinate with Helpdesk in addressing the queries relevant to your domain.
• Ensure close coordination with peer departments to execute assigned responsibilities effectively, supporting superior and subordinate roles as needed. Adhere to special instructions or assignments from management.
• Uphold professionalism, integrity, and confidentiality in accordance with company policies while maintaining a customer-centric, problem-solving environment.
• Implement relevant policies and procedures to ensure compliance with legal, regulatory, and organizational standards, maintaining an effective monitoring system to prevent, identify and address irregularities, deficiencies, and opportunities for improvement.

People Management Responsibilities:

• Ensure effective administration and discipline for self and team, including adherence to break schedules, attendance, overtime, leave policies, and dress code standards. where applicable.
• Monitor and manage the achievement of individual and team Performance, ensuring accountability and consistent performance where applicable.
• Ensure continuous training and development opportunities for self and direct reports; mentor and assist junior staff as needed.
• Ensure Quality, Occupational Health, Safety & Environmental Compliance.
• Promote & maintain a culture of self and team motivation, engagement, and happiness.

Strategic Responsibilities:

• Assist the lead of the concerned area in decision making by providing relevant information, data, and Inputs

Note: Additional / Other tasks and projects may be assigned as per requirement.

Only shortlisted candidates will be contacted
www.hrs-int.com