Collection Agent (Outsource Role)

Role: Collection Agent        

Location:  Dubai      
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 are to review the customer’s 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 of the role      

• Achieving assigned business financial and non financial targets.
• Call Evaluation Scores
• Customer complaints
• Handling walking customers and addressing there 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 on timely updated in the collections work system.
• Negotiate with the customer and inform him by 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 there finance /covered card’s payments (including other facilities/debts held with bank) along with other services like restructure, reschedule, re-age etc.
• To ensure all the 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 Required for this role:
 

• 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.