Collection Specialist

Job description / Role

Role purpose

Collection specialist is responsible for collection related activities as defined in collection manuals. Activities include calling, contacting, negotiating and assisting customers for regularization of delinquent payments. Duties must be performed in a manner that is in line with ADIB customer service code of practice of confidentiality.

Key accountabilities of the role

• 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 the bank to understand the reasons for overdue payments and accordingly negotiate with customers to pay the due amount, which includes settlement, reschedule, etc.
• Document all customer activities with timely updates in the collections work system.
• Negotiate with the customer and inform them of the due amounts, deadline of payment, and the way of payment agreements and settlements within established guidelines.
• Guide and support customers as a counselor to manage their finance and covered card payments (including other facilities or debts held with the bank) along with other services like restructure, reschedule, re-age, etc.
• Ensure all assigned tasks are performed as per the standard operating procedures (approved process manuals).
• Attend, resolve, and close all customer complaints within the turnaround time as per policy.
• Meet walk-in customers in the collection unit and resolve their issues by offering solutions as per policy.
• Always adhere to ADIB's and the collection unit's code of conduct and policies.
• Provide feedback to the team leader and the collection manager with information on customers if required.

Specialist skills / technical knowledge required for this role

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

Previous experience

Collection experience is preferable.