• Citi UAE Jobs | Remedial Team Leader, Dubai

    Citi UAE Jobs | Remedial Team Leader, Dubai

    Location: Dubai - United Arab Emirates

    Job Description

    Assist the collection manager to manage the Risk Mitigation portfolios to achieve the monthly team targets set – namely key productivity metrics and flow rates

    Job Background/context: Collection needs an experienced and full time senior officer to lead the Remedial team in providing solutions to financially distressed customers within the Remedial Policy guidelines

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Tracking and monitoring of Rewrites and Forbearance requests (In progress, Rejected and Booked cases);

    • Responsible for all other Remedial programs launched, such as Forbearance, Emergency Relief Plans, and Payment Deferrals

    • Co-ordinate and follow up with other units and department (CIU / Document collection Unit and etc.) to expedite the process and reduce Turn Around Time (TAT) for remedial processing and bookings

    • Ensure strict controls are in place for offered restructuring solutions (Rewrites, Settlements, Forbearance and etc.)

    • Review Rewrite files on individual basis

    • Review account eligibility for Re-age for further confirmation and booking

    • Periodically review the Remedial process and provide feedback with suggestions to improve the process;

    • Ensure adequate team capacity is in place to contribute the expected results

    • Timely submissions of performed checks and feedback to Controls/Compliance departments;

    • Perform call monitoring to evaluate quality of calls with further coaching and feedback to collectors;

    • Analyze daily reports with performance numbers achieved and evaluate for further improvement;

    • Report the progress on daily, weekly and monthly basis to management;

    • Work in close conjunction with the Collections Manager on upcoming new strategies

    • Close and daily monitoring of the collections intensity reports to ascertain any bleeps in particular portfolio cycles

    • Anticipate and recommend appropriate action plans to address potential deterioration

    • Monitor and counsel non-performers within the team by regular coaching, and encourage top performers on an active basis

    • Awareness and adherence to GCCFRP, Global consumer debt collections best practices and complaints policies.

    • Development Value:

    • For the candidate this is great opportunity to work with a high size team and gain experience in best collection practices.

    • Opportunity to work in a fast-paced environment with multiple priorities and challenging targets.

    • Progression to Collections Manager

    • Lateral movement possible within other teams to learn new tasks and responsibilities

    • Progression to other units within O&T for job skill enhancement or for change.

    Job Requirements

    • 5+ years experience in Collections

    • Familiarity with existing Collections system and processes preferred

    • Previously managed a team of over 10 staff

    • Ability to think out of box suggestions

    • Effective time management skills

    • Strong understanding of business priorities and criticality of adherence to timelines

    • Effective communication within all management layers and strong coordination skills

    • Strong knowledge on internal and external collection operational processes

    • High level of understanding of controls framework and importance of escalation and transparency

    • Good interaction with internal and third parties maintaining Citi standards and ethics level at all times

    • Bachelor’s Degree preferred

    • Competencies

    • Results oriented, assertive, innovative, resourceful and attentive to details

    • Ability to work in fast-paced environments, multitask and react in short timeframes

    • Creative approach while dealing with ambiguity with the ability to anticipate challenges and develop innovative solutions

    Job Details

    Company: Citi

    Employment Type: Full-time

    Job Location: Dubai, United Arab Emirates