Digital Assets Compliance
Job Board

Department: Special Asset Management

Reports To: Unit Lead, Litigation

Job Grade: OG-I

Total Position: 01

Location: Islamabad

Job Role: Case Management Officer - SAM

What is Case Management Officer - SAM?

A Case Management Officer at Mobilink Bank plays a critical role in overseeing the complete lifecycle of recovery cases under the SAM (Special Asset Management) framework. The role ensures disciplined case tracking, accurate documentation, and smooth coordination across tele‑recovery, field collections, credit, and legal functions. This position helps strengthen recovery performance, controls, accountability, and compliance.

What Case Management Officer – SAM does?

• Manage the full lifecycle of recovery cases within the Case Management System (CMS).
• Create, update, and maintain recovery cases with complete accuracy and compliance.
• Ensure correct assignment of cases to Tele‑agents, FCDOs (Field Collection & Debt Officers), and Legal teams.
• Monitor case progress, follow-ups, actions taken, and closure timelines.
• Maintain comprehensive documentation for each case, ensuring adherence to SOPs and approval matrices.
• Support audit‑readiness through disciplined record‑keeping and maker‑checker controls.
• Coordinate actively with Credit, Business, Legal, and Field operations to progress recovery actions.
• Follow up on pending approvals, escalations, and overdue tasks.
• Support preparation of daily, weekly, and monthly MIS for recovery cases.
• Highlight SLA breaches, documentation gaps, and exception cases requiring management’s attention.
• Ensure timely closure of cases with proper compliance checks.
• Strengthen internal controls by ensuring adherence to defined workflows, policies, and validation checks.
• Act as an operational backbone for the recovery function by ensuring structured tracking, control, and reporting.

What are we looking for and what does it require to be Case Management Officer – SAM?

• Bachelor’s degree (Commerce, Business, Finance, Economics, or related field).
• 1–3 years of experience in collections, operations, recovery, or structured case handling.
• Understanding of banking operations, recovery workflows, and case documentation standards.
• Familiarity with banking systems and CMS or similar case‑tracking tools.
• Strong understanding of documentation controls, approval workflows, and operational risk principles.

About MMBL:

Mobilink Microfinance Bank Ltd. is providing banking services to over 48 million registered users including 20+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 114 branches and 270,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan instalments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion. MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.

Why Join MMBL ?

This is an opportunity for someone who is passionate about making a difference and playing a key role in driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age, and we're looking for a talented individual to join us in this endeavour.