Responsible for the overall performance and results of a collection team which is responsible to minimizing the movement of these accounts to delinquency stage past 180 days, by managing an assigned team of collectors, ensuring proper utilization of systems, and complying with internal and external applicable policies and procedures.
Role Description: Direct and oversee daily activities of the collection team.
Negotiate & deal with difficult customers/cases through personal meetings.
Review assigned accounts regularly and provide proper guidelines to team members.
Ensure that accounts are properly allocated to the external agencies every month.
Ensure that skip accounts are properly identified and recorded early and referred to external agencies for follow up.
Obtain collection agencies feedback on their follow their and achievement.
Ensure generation of Intellect Collect System Reports.
Monitor collectors calls to ensure quality and provide feedback.
Ensure that Intellect Collect activities are done by collection officers after every activity.
Provide pro-active approach in case for all delinquent, defaults and frauds.
Conduct weekly one to one meetings with the collection officers to have update on assigned cases.
Track collectors monthly activities and share results with each one of them about their performance.
Encourage and guide team members exceeding set standards on service delivery.
Clearly articulate the vision behind Collection programs into practical processes and initiatives.
Extract report from Intellect Collect System and discuss with direct manager.
Follow up and negotiate for overdue payments.
Refer un-contactable cases to responsible unit.
Refer difficult cases including repeated broken promises, unable to contact, and others for legal review to responsible unit.
Utilize all available data and tools to contact delinquent customers including SMS, phone, and emails.
Prepare and submit monthly achievement report to direct manager for review in order to submit to the higher management.
Perform other job that may be assigned from time to time.
Strictly adhere to services, policies, procedures and tools in order to quickly respond to current & future business needs.
Create necessary frameworks and systems to enable teams and individuals to deliver on the commitments made.
Demonstrate speed and flexibility in decision making.
Ensure high standards of confidentiality to safeguard commercially sensitive information.
Understand the integration of Divisional plans and support Departmental plans.
University graduate with a degree in Finance, Business or related discipline.
Minimum of 10 years’ experience in Banking preferably with a local/ Gulf bank entailing responsibilities of Retail Collections.
Required Special Skills
Good oral and written communication skills in English and Arabic (preferred).
Ability to follow through with initiatives.
Ability to work with teams from diverse cultural backgrounds