Role : Collection Specialist
Location : Dubai
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 the delinquent payments. Duties must be performed in 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 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 paymentagreements and settlements within established guidelines.
- To guide and support customers as a counsellor to manage there finance /coveredcards 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 ADIBs 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.
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