Financial Remediation Officer

Role Overview

Financial Remediation Officer at Emirates NBD, based in the UAE. You will manage and recover overdue accounts across all products, ensuring compliance with bank policies and UAE Central Bank regulations.

Company Overview

Emirates NBD is one of the region's most recognizable brands and a banking innovation leader, operating across the UAE and global offices.

Role Purpose

The Collections department ensures all delinquent customers are contacted and followed up on for outstanding dues. You will manage recovery of overdue accounts across delinquency buckets 1 to 7, achieve individual targets for resolution and cash collection, and contribute to the overall performance and revenue goals of the department.

Key Responsibilities

Customer Contact & Follow-up

• Contact customers via phone, email, or other communication channels to follow up on outstanding payments.
• Follow up on all delinquent pools across buckets 1 to 7.

Collections & Recovery

• Negotiate payment plans and ensure timely collections to minimize delinquency.
• Raise final settlements for customers based on documented circumstances including loss of job, salary reduction, and medical condition.
• Achieve individual targets in terms of resolution and cash collection.

Record & Compliance Management

• Update customer records with accurate information and collection status.
• Maintain professionalism and ensure compliance with all legal and regulatory requirements during the collection process.

Coordination & Reporting

• Coordinate with internal departments to resolve customer queries and disputes.
• Monitor daily collections performance and report results to management.

Quality & Satisfaction

• Ensure customer satisfaction scores are in line with benchmarks.

Qualifications & Experience

• Bachelor's degree or Diploma.
• Previous experience in a Collections role, preferably within the banking industry (preferred).
• Available to join immediately.

Skills & Competencies

• Negotiation and influencing.
• Relationship and conflict management.
• Excellent English communication skills, written and verbal.
• Strong problem-solving and interpersonal skills.

Additional Information

• Competitive salary.
• Incentives based on KPIs achieved.
• Health insurance.
• Strong emphasis on work-life balance and wellbeing.
• Learning and Development platform and career development opportunities.
• Flexible work policy with option to work from home.