Job Description
Review and facilitate agencies who are assigned charge off accounts to recover from delinquent & Skip customer’s and meet product level targets.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Communicate targets and assess performance on an ongoing basis to ensure that agencies are meeting/exceeding expected levels of performance.
Ensure follow ups done by the agency are captured on the collection system along with new contact details as per the process defined in the Agency Manager’s Handbook.
Resolve Queries from Agencies on a daily basis thereby enabling them to manage customers and deal with objections and get customers to pay what is owed to the bank.
Periodic reviews of follow ups done, actions taken and progress being made along with clearly documented action plans.
Negotiating with customers based on numbers provided by agencies or throughconference calls and direct interactions.
Disposition codes validation, i.e. Contactable and Non Contactable to be maintained
Assisting in tracking skips and helping the agency find new contacts details including MOL and other checks, including document review if requested that need to be performed to consistently focus on improving the contactable base.
Raise settlement requests post reviewing the same and ensuring that once customers have settled
accounts, clearance letters, police case releases are duly provided and accounts closed in a timely manner.
Ensure periodic reviews are done in a structured manner and shared with immediate supervisor and the collection management team.
Ensure agency assessments are done on an annual basis to assess performance, process control and other aspects and ensure any corrective actions identified are tracked and closed in a timely manner.
Agency managers will also be required to recommend if we choose to terminate, continue or expand our relationship with the particular agency to the Manager Recoveries and Sr. Manager Recoveries.
Visit agencies as per requirement.
Ensure that agency bills are submitted in a timely manner and assist CST in any aspect related to billing clarifications and processing payment invoices in a timely manner.
Assist agencies to help track customer repayments – especially the transfer of funds from overseas accounts and ensure the credit is passed to the customer’s account in a timely manner.
Ensure that all agency staff are always fully aware of the CODE OF CONDUCT and follow it at all times. Any CODE OF CONDUCT issues need to be immediately escalated and dealt with urgency. Adherence to the Code of Conduct is the Agency Manager’s responsibility.
Customers have settled accounts, clearance letters, police case releases are duly provided and accounts closed in a timely manner.
Ensure periodic reviews are done in a structured manner and shared with immediate supervisor and the collection management team.
Ensure agency assessments are done on an annual basis to assess performance, process control and other aspects and ensure any corrective actions identified are tracked and closed in a timely manner. Agency managers will also be required to recommend if we choose to terminate, continue or expand our relationship with the particular agency to the Manager Recoveries and Sr. Manager Recoveries.
Job Requirements
Minimum Graduate with 3 – 5 years banking experience
Collections agency management in UAE is mandatory
High level of MS office knowledge is a minimum requirement.
Should be an excellent communicator with a high level of negotiation and persuasion skills.
Capacity to work under pressure.
Good command over English language (working knowledge of Arabic is an added advantage)
A valid UAE driving license is required
Job Details
Company/Organization: Mashreq Bank
Employment Type: Full-time
Job Location: Dubai, United Arab Emirates
Application Deadline: N/A
