Collection Specialist

Role Overview

Collection Specialist at ADIB, Dubai. The role is responsible for performing assigned duties relating to the collection of official funds from ADIB customers in coordination with the collection team leader and collection manager.

Role Purpose

The Collection Specialist reviews customer accounts and informs them of payment due dates by phone, fax, or email. This work is performed in a manner consistent with ADIB's customer service code of practice and maintained in confidence.

Key Responsibilities

Collections & Account Management

• Resolve assigned past due accounts by contacting debtors by phone and written correspondence at their mail address, residence, and place of employment.
• Contact customers through approved communication channels to understand reasons for overdue payments.
• Negotiate with customers to pay due amounts, including settlement and reschedule arrangements within established guidelines.
• Inform customers of due amounts, payment deadlines, and payment methods.
• Document all customer activities on a timely basis in the collections work system.
• Ensure that assigned monthly targets are achieved.

Customer Support & Guidance

• Guide and support customers as a counsellor to manage their finances and covered card payments, including other facilities and debts held with the bank.
• Advise customers on services including restructure, reschedule, and re-age options.
• Meet walk-in customers in the Collection Unit and resolve their issues by offering solutions as per policy.

Compliance & Administration

• Perform various administrative functions related to assigned accounts.
• Ensure all assigned tasks are performed according to SOP (approved process manuals).
• Always adhere to ADIB's and the Collection Unit's Code of Conduct and policies.
• Attend, resolve, and close all customer complaints within TAT as per policy.

Reporting & Communication

• Provide feedback to the team leader and collection manager with customer information as required.

Performance Metrics

• Achieve assigned business financial and non-financial targets.
• Maintain call evaluation scores.
• Minimize customer complaints.
• Handle walk-in customers and address their queries.

Qualifications & Experience

• At least 5 years of relevant experience in banking.
• Collection experience is preferable.

Skills & Competencies

• Good knowledge of the UAE banking sector.
• Awareness of Central Bank of UAE rules and regulations.
• Excellent communication skills.
• Excellent negotiation skills.
• Excellent analytical skills.

Additional Information

• Location: Dubai