Ma Armina Oreta

Serve as a liaison between the bank and solicitors, managing accounts requiring legal action. Facilitate communication between borrowers, solicitors, and internal stakeholders to ensure a smooth eviction process. Has the knowledge and ability to perform the Collections Officer’s role. The procedures and approvals of Collections Officers apply to the Realisations officer when taking a collections call (i.e. payment arrangement). Furthermore, I contribute to process improvement by creating guides for obscure collections processes and conducting proactive training sessions. I also provide real-time feedback to colleagues to enhance performance and ensure continuous improvement.

As a Collections Officer- Establish telephone and email contact with customers to determine the reason for delinquency and understand what they can do to bring the account current. Develop customer relations to establish an understanding of what has changed with their situation. Review, process, and verify accounts and account balances. Make decisions with regards to the loan's best course of action including but not limited to payment plans, workout agreements, and recovery plans in accordance with the company policy and procedures. As an SME -ensure the facts and details are correct to meet the needs of the business, policies, standards, and best practices. Assists in handling team members, especially the new hire, and acts as the first point of contact in the absence of the team leader