Investigations & Recovery Specialist

About the role

The Investigations & Recovery Specialist supports the Debt Recovery Manager in investigating, monitoring, collecting and resolving delinquent loan accounts. The role works directly with clients, participating financial institutions and internal departments to reduce delinquency and improve recovery outcomes, combining hands-on recovery work with reporting and documentation. Accurate, timely departmental reporting is a core requirement.

Key responsibilities

• Manage and recover multiple delinquent accounts with financial institutions and internal teams, engaging clients by phone, email and meetings to obtain payment and negotiate payment plans.
• Investigate unresponsive clients, conduct field verification or secret-shopper checks where approved, and prepare Extenuating Circumstances reports.
• Interview clients to assess their financial situation and help design payment arrangements and restructuring proposals, including deferral requests and credit checks.
• Analyse the Master Loan Performance Report to spot high-risk accounts and recovery trends, and recommend improvements.
• Prepare and submit monthly, quarterly and ad hoc debt recovery reports, dashboards and KPI trackers, and provide data to executive management and the Board.
• Maintain complete recovery files, trackers and logs, and follow up on outstanding actions.
• Support relationships with participating financial institutions and liaise with Post-Funding, Accounts, Legal and other departments.
• Assist with legal recovery matters, such as accounts involving deceased business owners or estates, and prepare documentation for litigation or legal referral.

Required profile

• Associate's degree in Business Administration, Accounting, Finance, Banking, Public Administration or a related field.
• Ability to perform duties in line with organizational policies, debt recovery procedures, data protection requirements and fair customer treatment.
• Strict confidentiality of client information and professional conduct in negotiations.