Officer - Mortgage Collections

First Abu Dhabi Bank; Abu Dhabi; Sur place; AED 134 000 - 201 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Mortgage collections

Overdue follow-up

Customer negotiation

KYC compliance

AML compliance

Regulatory compliance

Dialer experience

Account history review

High-risk escalation

Formation

Bachelor's degree in Business/Banking/Finance

Outils

Dialer tools

Collection systems

Banking tools

Description du poste

Officer - Mortgage Collections Job Snapshot Role: Officer - Mortgage Collections Location: Abu Dhabi, United Arab Emirates Industry: Banking Function: Collections Experience: Minimum 3 years Job Type: Full-time

Job Details Country: United Arab Emirates City: Abu Dhabi Industry: Banking Function: Collections Salary: 12000-18000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time

Role Context

The Officer - Mortgage Collections will manage allocated overdue mortgage accounts and support timely recovery through structured follow-up, customer communication, account review, and accurate collection system documentation. The role requires careful assessment of long-standing customer relationships, review of current and previous relationship manager interactions, understanding of remedial or legal actions, and identification of practical options to prevent accounts from moving into a higher overdue status. The position contributes to portfolio quality, recovery performance, customer resolution, and the bank's reputation by ensuring every collection activity is handled professionally and in line with regulatory requirements.

Key Responsibilities

• Follow up on all allocated overdue mortgage accounts and work toward monthly resolution targets assigned by the bank.
• Review each overdue case in detail, considering the customer's long-term relationship history and current account status.
• Check current and previous relationship manager interactions before customer contact, including earlier remedial steps, legal actions, and pending follow-up points.
• Review BSA and TCR information for rental-related products to understand rental status and related repayment considerations.
• Contact customers in line with CPR requirements to understand the reasons for delinquency and explore suitable repayment options.
• Meet individual monthly targets based on efficiency, productivity, recovery progress, and portfolio handling expectations.
• Obtain detailed customer information during follow-up conversations and update the collection system accurately for future account trail reference.
• Ensure all customer contact and recovery action is carried out within the bank's code of conduct while protecting the bank's reputation.
• Complete additional customer follow-up actions required by the bank from time to time.
• Flag high-risk accounts to the relevant managers for accelerated review, escalation, or remedial action.
• Evaluate viable recovery options after customer discussions to reduce the risk of accounts flowing into the next overdue stage.
• Support collection target achievement while maintaining proper customer treatment, documentation, and process discipline.
• Ensure compliance with local legal and regulatory requirements related to collections and legal recovery activities.
• Report any legal or regulatory developments that may affect collection activity, customer handling, or remedial action.
• Maintain adherence to KYC, AML, CPR, internal collections policy, and applicable banking procedures.
• Work toward nil high-risk audit observations by maintaining complete records, proper follow-up notes, and compliant account handling.
• Use dialer systems and banking tools effectively to manage customer contact, call activity, and collection tracking.

Ideal Profile

• Bachelor's degree in Business, Banking, Finance, Accounting, or a related discipline.
• Minimum 3 years of collections experience, preferably in mortgage collections within the UAE banking sector.
• Practical awareness of legal options, remedial options, and escalation routes for overdue mortgage accounts.
• Strong understanding of basic banking processes, overdue account management, and customer follow-up standards.
• Ability to review account history, prior interactions, rental-related information, and past remedial or legal actions before contacting customers.
• Good judgment in identifying high-risk accounts and escalating them to management when faster action is required.
• Strong negotiation skills with the ability to discuss repayment issues professionally and identify practical resolution options.
• Excellent communication skills with the confidence to handle sensitive customer conversations clearly and respectfully.
• Ability to meet monthly productivity and efficiency targets while maintaining accurate documentation.
• Good computer skills and working knowledge of collection systems, dialer tools, and customer account records.
• Awareness of KYC, AML, CPR, audit, legal, and regulatory requirements relevant to mortgage collections.
• Professional approach to customer service, confidentiality, reputation protection, and banking code of conduct.

Skills Set

• Mortgage collections
• Overdue account follow-up
• Customer delinquency review
• Collection system documentation
• CPR compliance
• KYC compliance
• AML compliance
• Customer negotiation
• Recovery follow-up
• Remedial action awareness
• Legal action awareness
• High-risk account escalation
• BSA review
• TCR review
• Rental product review
• Dialer experience
• Banking operations
• Customer communication
• Portfolio monitoring
• Collection target achievement
• Audit risk control
• Complaint-sensitive communication
• Account history review
• Regulatory compliance
• Computer skills

Why Join Us

This role offers a focused opportunity for a mortgage collections professional to work within Abu Dhabi's Banking sector and contribute to portfolio stability, overdue account resolution, and customer-focused recovery outcomes. The position provides exposure to mortgage account handling, legal and remedial review, compliance-led customer contact, and structured collection operations. It is a good fit for someone who wants to build deeper experience in UAE mortgage collections while working in a disciplined banking environment with clear targets and strong process standards.

About the Company

First Abu Dhabi Bank (FAB) is a leading UAE financial institution offering retail, corporate, investment, private banking, and global banking services. The bank supports customers and businesses through financing, transaction banking, markets, wealth, risk management, and advisory solutions, while maintaining strong governance, service quality, and long-term financial stability across the region.