Executive Customer Care (Collections)

COMPANY OVERVIEW:
The company is a leading multipurpose terminal operator managing port berths under a long-term concession with the Karachi Port Trust (KPT). It plays a critical role in facilitating Pakistans maritime trade by delivering efficient, reliable, and technology-driven terminal operations. With a strong focus on trade facilitation.

Location: East-Wharf Port (Keamari Port), Karachi (On-Site)

JOB PURPOSE:
Supervise, monitor and coordinate the receipt of customer payments and their deposit to the bank to ensure operational efficiency. Responsible for the Collections section of Customer Care – implementing robust monitoring and reconciliation systems, ensuring staff are well trained, and coordinating closely with banks and the Accounts department.

KEY RESPONSIBILITIES:

• Supervise accurate, complete and timely processing of all customer payments received at the front desk and via online channels (including Letpass accounts) – covering real-time entries, verification, reporting, reconciliation, filing, scanning and dispatch per SOPs.
• Supervise timely hand-over of daily collections to the nominated armored service and reconcile for completeness; promptly resolve any bank queries on daily collections.
• Ensure timely monthly reporting of customer Letpass account balances and statements, and as required by customers.
• Enforce security protocols for the collection room, wallet room, lockers, cash drawers and keys (including cash / instruments held and shift hand-overs); escalate any breach immediately.
• Receive, verify, process and coordinate customer excess-refund cases per SOP, including reporting, scanning and filing.
• Coordinate with the Helpdesk and peer departments; uphold professionalism, integrity and confidentiality; and maintain compliance with legal, regulatory and organisational standards.

PEOPLE MANAGEMENT & COMPLIANCE:
Train and mentor staff; ensure administration, discipline and consistent performance; ensure QHSE compliance; and promote a culture of team motivation and engagement.

QUALIFICATIONS & EXPERIENCE:
Education: Min. 14 years of education in any discipline, preferably Accounting, Finance or Economics. Physical and mental fitness per QHSE standards. Available to work shifts, including nights, weekends and public holidays.

Experience: 2 years of relevant experience in cash / bank-instrument collection and handling.

Language: Basic reading and writing skills in English and Urdu.

TECHNICAL COMPETENCIES:
Proficiency in the collections process, fake-note verification and reconciliation; knowledge of applicable collections laws and regulations; basic knowledge of any billing & collection system; able to operate a computer, MS Office and email. Core Values: Ready to respond Eager to collaborate Safe, secure & sustainable Innovative for excellence Fair & committed.