Collection Officer (Outsource Role)

ADIB Group; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading banking institution in Abu Dhabi is seeking a Collection Officer to manage customer payments and negotiate settlements. The ideal candidate will have over 5 years of banking experience and strong communication and negotiation skills. This role offers the opportunity to work within a professional team and make a significant impact on customer relations.

Qualifications

• 5+ years of relevant experience in banking.
• Experience in debt collection is preferable.
• Awareness of Central Bank of UAE rules and regulations.

Responsibilities

• Contact customers to inform them of due payments and negotiate settlements.
• Resolve assigned past due accounts through communication.
• Document customer activities in the collections system.

Skills

Good knowledge about UAE banking sector

Excellent communication skills

Negotiation skills

Analytical skills

Job description

Overview

Role: Collection Officer

Role Purpose: Collection agent is responsible to perform assigned role relating to the collection of official funds from the ADIB customers in coordination with the collection team leader collection manager. His duties is to review the customers accounts and inform them by due dates of payments by phone calls, fax or e-mail. This will be achieved in a manner that is consistent with ADIB customer service code of practice and in confidentiality.

Key Accountabilities

• Achieving assigned business financial and non-financial targets.
• Call Evaluation Scores
• Customer complaints
• Handling walk-in customers and addressing their queries
• Resolve assigned past due accounts by contacting debtors by phone and written correspondence at their mail address / residence and place of employment.
• Ensure that the assigned monthly target is achieved.
• Perform various administrative functions related to assigned accounts.
• Contact customers through approved communication channels advised by bank to understand the reasons for overdue payments and accordingly negotiate with customer to pay the due amount which includes settlement/reschedule etc.
• Document all the customer activities timely updated in the collections work system.
• Negotiate with the customer and inform him of the due amounts, deadline of payment and the way of payment agreements and settlements within established guidelines.
• To guide and support customers as a counsellor to manage their finances / covered cards payments (including other facilities/debts held with bank) along with other services like restructure reschedule re-age etc.
• To ensure all tasks assigned shall be performed as per the SOP (approved process manuals).
• To attend resolve and close all customer complaints within the TAT as per policy.
• Meet the walk-in customers in the Collection Unit and resolve their issues by offering solutions as per policy.
• Always adhere by ADIB's and Collection Unit Code of Conduct and policies.
• Provide feedback to the team leader and the collection manager with the information on customers if required.

Specialist Skills / Technical Knowledge

• Good knowledge about UAE banking sector.
• Awareness about Central bank of UAE rules and regulations.
• Excellent communication negotiation and analytical skills.
• Experience of collection of payments/debt collection unit.

Previous experience

• At least 5 years relevant experience in banking.
• Collection experience is preferable

Required Experience: Unclear Seniority