Investigations & Recovery Specialist

Job Summary
The Investigations & Recovery Specialist is responsible for
supporting the Debt Recovery Manager in the investigation, monitoring,
collection, recovery and resolution of delinquent loan accounts. The incumbent
works directly with clients, participating financial institutions, internal
departments and other relevant stakeholders to reduce delinquency, improve
recovery outcomes and mitigate organizational exposure.

The role combines direct recovery activity with analytical,
reporting and documentation responsibilities. Accurate and timely preparation
of assigned departmental reports is a core requirement of the position. The
incumbent is expected to maintain current account records, monitor assigned
actions and commitments, and submit all required reports and supporting
information within established deadlines.

Duties/Responsibilities:

Portfolio
Recovery and Collections

· Support the Debt Recovery
Manager with the management, monitoring and recovery of multiple delinquent
accounts through collaboration with participating Financial Institutions (FIs)
and relevant internal teams.

· Conduct direct client
engagement by telephone, email, meetings and other approved methods to obtain
payment, secure commitments and resolve delinquent accounts.

· Explain available payment plan
options to non-paying clients, negotiate appropriate payment terms and document
agreed arrangements in accordance with approved procedures.

· Monitor payment arrangements
and outstanding commitments, follow up promptly on missed obligations and
escalate unresolved matters to the Debt Recovery Manager.

· Investigate and resolve payment
or account discrepancies through coordinated review with clients, FIs and
internal departments.

· Support recovery initiatives
aimed at reducing portfolio delinquency, increasing collections and improving
account performance.

Investigations
and Client Location

· Conduct investigations to
locate clients who are unresponsive or whose contact information is outdated,
utilizing available resources and approved investigative methods.

· Conduct field verification or
secret-shopper activities, where approved, to determine whether businesses are
operational and prepare written findings for review.

· Prepare and maintain
Extenuating Circumstances reports for accounts affected by death, closure,
incapacity or other material circumstances, together with all relevant
evidentiary support.

· Maintain complete records of
investigative steps, client contact attempts, findings and outcomes.

Financial
Review, Payment Arrangements and Restructuring Support

· Conduct client interviews and
assess financial circumstances to support the development of realistic payment
arrangements and recovery strategies in conjunction with the relevant FI
recovery teams.

· Analyze the Master Loan
Performance Report and other portfolio information to identify troubled
institutions, high-risk accounts, recovery trends and ineffective recovery
methods, and recommend strategies to address identified challenges.

· Prepare loan payment deferral
requests and supporting documentation for review and approval in accordance
with the established escalation process.

· Conduct credit checks and
prepare required credit documentation, as directed, for clients requiring
further review or approval.

· Liaise with clients and
approved partners to obtain CRIF reports and other relevant credit information,
as directed by the Debt Recovery Manager.

· Assist with portfolio reviews,
account prioritization, restructuring exercises, write-off assessments and
other recovery initiatives as assigned.

Reporting
and Performance Monitoring

· Prepare, compile, verify and
submit all assigned Debt Recovery reports accurately and within established
deadlines.

· Compile monthly, quarterly,
annual and ad hoc reports as assigned by the Debt Recovery Manager, ensuring
that supporting data is complete, current and reconcilable to source
information.

· Report on the progress and
outcomes of recovery efforts, including amounts recovered, payment
arrangements, ongoing recovery actions, unresolved matters and key challenges.

· Develop and maintain
dashboards, trackers and performance summaries that provide timely insight into
investigation activity, key performance indicators (KPIs), recovery status and
portfolio trends.

· Maintain a current reporting
schedule and monitor due dates to ensure all assigned reporting requirements
are completed and submitted on time.

· Promptly identify, investigate
and resolve data discrepancies before report submission and escalate material
reporting issues to the Debt Recovery Manager.

· Provide accurate information
and supporting analysis for Executive Management, Board, departmental and other
authorized reporting requirements as requested.

Documentation,
Records and Administrative Accountability

· Maintain complete, accurate and
organized recovery files for all assigned accounts, including correspondence,
payment commitments, investigative findings and supporting documentation.

· Ensure account records,
trackers, databases and recovery logs are updated promptly following client
engagement or material account activity.

· Review account documentation to
identify missing information, discrepancies or documentation gaps and
coordinate with the relevant department or FI to obtain outstanding
information.

· Prepare correspondence,
notices, memoranda, meeting notes and other recovery-related documentation as
required.

· Maintain follow-up schedules
and track outstanding actions to ensure recovery matters are progressed without
unnecessary delay.

· Provide requested account
information to authorized internal stakeholders in a timely and accurate
manner.

Financial
Institution and Interdepartmental Coordination

· Support the Debt Recovery
Manager in maintaining and cultivating relationships with participating
Financial Institutions for debt-related portfolios in order to mitigate
organizational exposure.

· Liaise with participating FIs
to support the design and implementation of appropriate tracking, monitoring
and recovery measures for challenged businesses.

· Coordinate with Post-Funding,
Accounts, Legal and other internal departments to obtain information and
documentation required to advance recovery activity.

· Participate in scheduled update
briefings with the Debt Recovery Manager and provide clear updates on assigned
accounts, recovery results, risks, challenges and next steps.

Legal
and Special Recovery Support

· Support the Debt Recovery
Manager in the liaison process with Legal regarding accounts requiring legal
recovery action, including matters involving deceased business owners or
estates where the organization may need to be listed as a creditor.

· Assist with the preparation,
organization and review of account documentation required for litigation, legal
referral or other formal recovery action.

· Ensure matters identified for
legal escalation are supported by clear account histories, engagement records
and relevant documentation.

Compliance,
Confidentiality and Professional Conduct

· Perform all duties in
accordance with organizational policies, approved debt recovery procedures,
applicable regulations, data protection requirements and principles of fair and
equitable customer treatment.

· Maintain strict confidentiality
of client information, financial records and departmental documentation.

· Demonstrate diplomacy, sound
judgment and effective negotiation skills when discussing sensitive financial
matters and pursuing client commitments.

· Manage competing priorities and
deadlines effectively and demonstrate accountability for assigned accounts,
reports and recovery actions.

· Maintain positive and
professional working relationships with clients, colleagues, Financial
Institutions and other stakeholders.

### Requirements
Education/Experience:

Associate's degree in Business Administration, Accounting, Finance, Banking, Public Administration or a related discipline.
Minimum of two (3) years of relevant experience in collections, debt recovery, banking, finance, credit, investigations, administration, or a related environment in lieu of University degree.
Experience preparing reports, maintaining records and databases, and working with confidential or sensitive client information.
Experience working in a deadline-driven operational environment is preferred.
Familiar with traditional and modern debt recovery methods.
Knowledge of the legal ramifications of credit and collections protocols.
Proficiency in Microsoft Office Suite, particularly MS Excel, Word, and reporting tools.
Ability to maintain confidentiality and handle sensitive financial information with discretion.