Officer, Collections

Role Overview

Officer, Collections at First Abu Dhabi Bank (FAB), based in Abu Dhabi, UAE.

Role Purpose

Manage the allocation, monitoring, and performance of outsourced recovery agencies, process settlements within delegation authority, and ensure compliance with bank policies and regulatory guidelines while supporting the resolution of escalated customer cases.

Key Responsibilities

Agency Management & Allocation

• Allocate delinquent accounts to recovery agencies according to bucket strategy.
• Monitor agency performance against allocated portfolios.
• Facilitate account transfers, reallocations, and closures with proper approvals.

Recovery & Settlement Handling

• Review and process settlement proposals within delegation authority.
• Coordinate with internal teams (legal, risk, MIS) for approvals.
• Ensure proper documentation and tracking of recovery cases.

Performance Monitoring & Reporting

• Track recovery performance on a daily, month-to-date, and agency-wise basis.
• Provide MIS reports and dashboards to management.
• Support incentive calculations and validation for agencies.

Compliance & Process Adherence

• Ensure agencies follow bank policies, code of conduct, and regulatory guidelines.
• Monitor recorded calls and audit compliance where applicable.
• Escalate any policy breaches or exceptions.

Customer Resolution Support

• Support escalated customer requests related to settlements or restructuring.
• Assist in resolution of complaints raised via agencies.
• Ensure proper documentation of customer interactions.

Internal Coordination

• Work closely with Collections & Recovery teams, Legal & Risk, and MIS / Analytics.
• Ensure seamless communication between bank and agencies.

Qualifications & Experience

• 1–5 years in collections or recovery within banking, NBFC, or agency environments.
• Experience handling outsourced recovery vendors.
• Bachelor's degree in Finance or Business; MBA preferred.

Skills & Competencies

• Strong understanding of collections and recovery lifecycle for Credit and Personal Loan products.
• Analytical skills including MIS and performance tracking.
• Negotiation and decision-making.
• Stakeholder and vendor management.
• Knowledge of UAE banking regulations.

Additional Information

Key Performance Indicators

• Recovery rate and cash collection versus target.
• Agency productivity and efficiency.
• Settlement turnaround time.
• Compliance and audit adherence.
• Portfolio resolution rate.