Collection Officer Customer Service

PROFILE

**+ years proven experience in

reputable financial institutions.

Innovation and dynamism are regarded

as personal strength.

CONTACT

PHONE: +1-347-***-****

Whatsapp: +92-300-*******

EMAIL:

**************@******.***

HONORS & AWARDS

● Awarded Certificate of GRATITUDE by

Head of Cards Business for

contribution in Revenue by

Collection’s Team

● Awarded the MOST prestigious CEO’s

Club award in 2016 on last three

years performance

● Award of Appreciation on

outstanding Performance by Group

Head – CBSG (2008)

● Best Collection Officer for 4th Qtr 2003

● (Afterwards withdrawn by myself to

encourage the new hired Staff)

● Exceptional Services Award (2002)

● Certificate of achievement (2001)

● Best Collection Officer for 2nd Half

2001

● Best Collection Officer for 1st Qtr 2001

● Best Collection Officer for 2nd Qtr 2000

MAHMOOD AHMAD

Head Collections, Recoveries, Legal & Repossession CF, IBG, SME & Digital Consumer Products

Objective: To be associated with a dynamic and progressive organization, which would effectively utilize my experience/knowledge and offer challenge responsibilities for professional as well as Personal development. WORK EXPERIENCE

7-Eleven Franchise – Chestertown, MD, United States July 2023 – Aug 2024

Owner & Manager:

Owned and managed all aspects of a 7-Eleven convenience store franchise, including daily operations, financial management, inventory control, and staff supervision. Oversaw sales strategies, customer service excellence, and ensured compliance with company policies and local regulations. Implemented cost-saving initiatives and improved operational efficiency to increase store profitability. Bank Alfalah Ltd – Lahore Pakistan

Aug 2013 – Aug 2022

Head Collections Recovery, Legal & Repossession:

Managed Countrywide Consumer Finance Collections & Recovery portfolio (Secured, Unsecured & SME) including Islamic banking (IBG) of CAR Ijarah & HOME Musharka with Collection & Recovery team of 527 staff comprise of 8 Staff SME & 25 staff of legal & repossession to managed 90 billion book of CF products, 16 Billion of IBG products. Control losses with Maintained 0.01% GCL to ENR ratio. Implemented policies/procedures for early identification of risk factors while monitoring the performance of collections staff and providing strategies and plans for the accomplishment of set collection targets. Effectively managed collections activities i.e. delinquencies levels, net flows, GCL, capacity planning/Staffing & implementation of strategies. Setting right strategies to optimize collections results. Capacity planning to ensure adequate collection resources to deliver business objectives. Fulfillment of Infrastructure requirement. Regular reviews of collections systems and provide recommendations for the right investment to enhance technology. Provide feedback concerning changes in the customer behavior due to internal or external factors to other parts of the risk group/team and to the product or business managers so that appropriate changes can be made in policies, procedures and business strategy. Implementation and compliance of corporate procedural and policy requirements. Implementation of Fair Debt

● Best Collection Officer for 2nd Qtr 1999

● Best Collection Officer for 1st Qtr 1999

COMPUTER SKILLS

● One year University Diploma in

Computer application from

PETROMAN Training Institute, affiliated

with Allama Iqbal Open University,

Islamabad Pakistan.

QUALIFICATION

Graduated from “University of Punjab”

Pakistan

PROJECT ACCOMPLISHMENTS

Implementation of CWX & Assist CWX

team in soft launch & UET,

Omni UET

Mobile app launch for Calling

Payments from other channel/mobile

banking

VRS installation & implementation

Pioneer Personal Finance & Digital

Products Collections & Recovery in

BAL.

PROFESSIONAL TRAININGS:

Conducted Country wide several

training sessions on “Collections

Techniques, Calling Skills / Strategies

and on Business Intelligence”

Attend following training:

Effective Managerial Skills by PSTD on

28th & 29th April, 2016

Housing Finance by SBP on 25th

March, 2016

The Creative Leadership workshop

with TONY Buzan by Possibilities

management development &

consulting on 20th Aug, 2015

CONQUER THE STAGEI by Possibilities

management development &

consulting on 22nd April, 2015

Credit Cycle-Consumer Finance by

BAL on 2nd June, 2015

Legal Documentation & Foreclosure in

Housing Finance (Jointly Organized by

Collections Guidelines (FDCG) as per SBP Recommended ways to improve collections processes and increase profitability for business units.

Training:

To ensure that Collections staff is regularly trained about the policies, collections processes/procedures, fraud prevention & Product knowledge.

Staff training to improve their individual and collective performance Portfolio Management:

To ensure that all regions are performing Collection activities effectively.

To ensure that proper infrastructure remains in place all the time and to resolve issues related to infrastructure on priority basis. To ensure that GCL/NCL remains well within the Forecast/Budget. Ensure minimizing provisioning and write-offs.

Delinquency Level:

30dpd+ & 90DPD+ Delinquencies of all products maintained within the forecast.

Financial:

To ensure that GCL/NCL is to be maintained well within the assigned budget against each product. Develop regions/operating city wise productivity related performance measures.

Services:

Ensured pro-active identification & resolution of process bottlenecks to improve Service Standards. Ensured that all related complaints/queries to be responded/resolved within TAT.

Bank Alfalah Ltd – Islamabad Pakistan

Sep 2012 – Aug 2013

Regional Collections Manager North: Managed the Collections portfolio of the North region with a collection team of more than 112 staff. To set job targets, lead and motivate the collection team. To maintain net flows of Collection i.e. 30+ delinquency, 90+ delinquency, provisioning, GCL & NCL. To schedule a regular meeting with the collection officer/supervisor to discuss, appraise and iron out any problem that the collection officer/supervisor may have with the customers. Maintained professional relationships with police, attorneys and kept pace with any changes in the process, rules and regulation. Have a close follow-up on FPD / Non-starters accounts to detect frauds and take appropriate action in the early stages. To ensure that Collections staff is regularly trained about the policies, collections processes/procedures, fraud prevention & Product knowledge. Askari Bank Ltd – Rawalpindi Pakistan

Oct 2007 – Sep 2012

Regional Head Collection & Recovery North: Managed the Secured Collections & Recoveries portfolio of the North region with a collection team of eighteen people with one FTE staff.

To set job targets, lead and motivate the collection team and To maintain net flows of Collection i.e. 30dpd/90dpd+ delinquency, provisioning and write off. To schedule a regular meeting with the Askari Bank Ltd & State Bank of

Pakistan)

Customer Service Mindset (AKBL)

SBP Prudential Regulations (AKBL)Time

& Stress Management (Askari Bank

Ltd)

Enhancing Leadership Qualities (Askari

Bank Ltd)

Standard Chartered – Operational Risk

(SCB)

Collections Quiz (SCB)

Introduction to Out serve Course (SCB)

Security Awareness for Everyone

Programe (SCB)

Negotiators (SCB)

Understanding Human

Communication (SCB)

Negotiations Skills (Standard

Chartered Bank)

Customer Service Clinic (SCB)

Collection Techniques & Strategies

(Standard Chartered Grindlays Bank)

Money Laundering (Standard

Chartered Grindlays Bank)

Time Management (Standard

Chartered Grindlays Bank)

Lotus Notes R5 (Standard Chartered

Grindlays Bank)

Customer Service Excellence

(Standard Chartered Grindlays Bank)

PERSONAL DETAILS

Father Name: Zaheer Ahmad

Nationality: Pakistani

Domicile: Punjab

DOB: 1st Dec, 1968

Marital Status: Married

LANGUAGES

Proficient command in English, Urdu &

Punjabi.

INTERESTS

Cricket, Football, Playing Cards &

Hiking

collection officer/supervisor to discuss, appraise and iron out any problem that the collection officer/supervisor may have with the customers. Maintained professional relationships with police, attorneys and kept pace with any changes in the process, rules and regulation. Have a close follow-up on FPD / Non-starters accounts to detect frauds and take appropriate action in the early stages.

ABN AMRO Bank Pakistan Ltd – Lahore Pakistan

Jan 2007 – Oct 2007

Manager Collections Credit Cards Central. Manage the team of 85 collections staff for Credit Cards Collections, Lahore Region Standard Chartered Bank – Islamabad Pakistan

May 2004 – Jan 2007

Asst. Manager Collections

ANZ Grindlays Bank – Islamabad Pakistan

July 2000 – May 2004

Supervisor Collections 30+ Credit Cards

ANZ Grindlays Bank – Islamabad Pakistan

Jan 1998 – Jun 2000

Collections Executive Credit Cards

CitiBank – Islamabad Pakistan

Aug 1996 – Dec 1997

Relationship Executive

Em – Aey Enterprises Pvt Ltd (Konica)

Nov 1994 – Aug 1996

Sales Executive (X Ray / Amateur Div)

Electronic Information & Energy System Pvt Ltd

Mar 1992 – Sep 1992

Laboratory Assistant

PROFESSIONAL SKILLS

● Ability to work on own initiative and as part of a team

● Ability to lead, motivate, and direct a workgroup (local and remote)

● Strategy formulation

● Collections Techniques & Policies

● Management Information System

STRENGTHS

● Management & Leadership:

Possess strong leadership qualities, enthusiastic, hardworking, competent and reliable. Always set my targets above what is expected due to the fact that I have the strength of analyzing how to drive people, how to make things easier to understand for others, and have the ability to ensure that the highest level of customer care is provided during the process of collection in a professional and competent manner. Strong leadership qualities, enthusiastic, hardworking, competent and reliable.

● Team Player:

Blessed with the ability of developing good resources for excellent results. I know the skill of turning workers into Managers, so many of my ex-collection executives are polished Supervisors, fulfilling different assignments in the local market. My direct affiliation with the customers has taught me a great deal, skilled in interpersonal communications and ability to work well in groups and with individuals.

QUALIFICATION

Graduated from University of Punjab, Pakistan.

Contact this candidate