Customer Portfolio Officer

Rogers Capital is looking for a highly motivated and results-driven Customer Portfolio Officer to manage a portfolio of customer accounts and ensure timely collection of outstanding payments. The candidate will be responsible for maintaining positive client relationships while minimizing overdue debts and supporting the company's cash flow objectives.

Key Responsibilities

• Manage an assigned portfolio of customer accounts and monitor outstanding balances.
• Proactively contact customers via phone, email, and other communication channels to follow up on overdue payments.
• Develop and implement appropriate collection strategies to recover outstanding debts within agreed timelines.
• Negotiate payment arrangements and repayment plans with customers while maintaining positive business relationships.
• Investigate and resolve account discrepancies, billing issues, and payment-related queries.
• Maintain accurate and up-to-date records of collection activities, customer interactions, and account status.
• Build trust-based relationships with customers to encourage timely payments and reduce future delinquencies.
• Escalate high-risk or unresolved accounts to management when required.
• Ensure compliance with company policies, regulatory requirements, and collection procedures, including legal recovery processes where necessary.
• Prepare collection reports and provide regular updates on portfolio performance.
• Collaborate with internal stakeholders to improve collection effectiveness and customer satisfaction.

Requirements

• Minimum HSC or equivalent qualification.
• Minimum 1 year experience in debt collection would be an Advantage
• Strong negotiation, persuasion, and conflict-resolution skills.
• Excellent verbal and written communication skills.
• Good analytical and problem-solving abilities.
• Proficiency in Microsoft Office applications, particularly Excel.
• Strong attention to detail and ability to manage multiple accounts simultaneously.
• Customer-focused approach with the ability to maintain professional relationships while achieving collection targets.

Key Competencies

• Negotiation & Influencing Skills
• Customer Relationship Management
• Communication Skills
• Problem Solving
• Attention to Detail
• Time Management