Mortgage Collections Officer – Resolve Delinquent Accounts

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 134,000 - 201,000; Full time

Job summary

First Abu Dhabi Bank in Abu Dhabi is seeking an Officer - Mortgage Collections to manage overdue mortgage accounts, drive timely recoveries, and maintain customer relations within regulatory guidelines.

You will review account history, coordinate with relationship managers, and apply remedial or legal options as needed, while ensuring accurate documentation in the collection system. The role requires strong negotiation, communication skills, and disciplined adherence to KYC/AML policies.

Qualifications

• Bachelor's degree in Business, Banking, Finance, or related discipline.
• Minimum 3 years of collections experience, preferably mortgage collections in UAE.
• Knowledge of legal/remedial options and escalation routes for overdue mortgages.
• Strong understanding of banking processes and overdue account management.
• Ability to review account history, prior interactions, rental-related information, and past remedial or legal actions before contacting customers.
• Excellent negotiation and communication skills for sensitive conversations.
• Ability to meet monthly productivity targets with accurate documentation.

Responsibilities

• Follow up on allocated overdue mortgage accounts to meet monthly resolution targets.
• Review cases considering customer relationship history and current status.
• Check prior RM interactions, remedial steps, and legal actions before contact.
• Review BSA and TCR information for rental-related products.
• Contact customers to understand delinquency reasons and discuss repayment options.
• Maintain accurate documentation in the collection system for future reference.
• Escalate high-risk accounts to managers for accelerated review.
• Ensure compliance with KYC, AML, CPR and bank policies.

Skills

Mortgage collections

Overdue follow-up

Customer negotiation

KYC compliance

AML compliance

Regulatory compliance

Dialer experience

Account history review

High-risk escalation

Education

Bachelor's degree in Business/Banking/Finance

Tools

Dialer tools

Collection systems

Banking tools

Job description

First Abu Dhabi Bank in Abu Dhabi is seeking an Officer - Mortgage Collections to manage overdue mortgage accounts, drive timely recoveries, and maintain customer relations within regulatory guidelines.

You will review account history, coordinate with relationship managers, and apply remedial or legal options as needed, while ensuring accurate documentation in the collection system. The role requires strong negotiation, communication skills, and disciplined adherence to KYC/AML policies.