وصف الوظيفة
Role Overview
Agency Supervisor - Recovery at ADIB, located in Dubai.
Role Purpose
The Agency Supervisor is responsible for managing external collection agencies through monitoring and coaching on daily workflow and performance. The role ensures customer communications adhere to expectations and requirements, motivates and develops associates to achieve optimal performance results, and resolves customer complaints in a timely manner.
Key Responsibilities
Agency Management & Monitoring
- Monitor agencies' performance and ensure they follow standards required by ADIB.
- Ensure that agency visits are conducted within the agreed TAT to achieve targets efficiently.
- Document all agency visits to be shared with the agency.
- Conduct regular meetings by phone or visit with team members from agencies to review progress and provide updates.
- Reconcile allocated accounts and track actions agreed during previous visits.
- Document all work-related visits and calls made to agencies in email format to be shared with stakeholders.
Accounts & Systems Management
- Ensure that accounts allocated to agencies are timely updated in the collections work system.
- Share customer and work-related data with agencies for assigned work as per the pre-defined process of the Collection Unit.
- Review and provide feedback for TOP 20 accounts.
Customer Support & Guidance
- Guide and support customers as a counselor to manage their finance and covered card payments, including other facilities held with the bank.
- Advise on services such as restructure, reschedule, and re-age.
- Meet walk-in customers in the Collection Unit and resolve their issues by offering solutions as per policy.
- Attend, resolve, and close all customer complaints within the TAT as per policy.
Compliance & Standards
- Ensure all assigned tasks are performed as per the SOP (approved process manuals).
- Adhere to ADIB's and Collection Unit Code of Conduct and policies at all times.
Skills & Competencies
- Knowledge of market and industry characteristics and trends.
- Knowledge of legal system, regulations, statutory requirements, and legal recovery techniques.
- Strong business acumen.
- Strong communication skills.
- Strong analytical skills.
- Strong collection skills.
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