Collection Specialist

Role Overview

The Collection Specialist at ADIB in Dubai is tasked with managing the collection of official funds from customers, collaborating closely with the collection team leader and manager. The role involves reviewing customer accounts and reminding customers of payment due dates via phone, fax, or email, ensuring adherence to ADIB's customer service standards and confidentiality protocols.

Key Performance Indicators

• Meeting assigned financial and non-financial business targets.
• High call evaluation scores.
• Minimizing customer complaints.
• Effectively assisting walk-in customers and addressing their concerns.

Main Responsibilities

• Resolve overdue accounts by contacting debtors through phone, written correspondence, or visits to their residence or workplace.
• Achieve designated monthly collection targets.
• Carry out administrative duties related to assigned accounts.
• Engage customers using bank-approved communication channels to identify reasons for delayed payments and negotiate settlements or rescheduling options.
• Record all customer interactions promptly and accurately in the collections system.
• Negotiate payment agreements, deadlines, and methods within established guidelines.
• Advise customers on managing their finances and payments, including card payments and other bank facilities, and assist with restructuring, rescheduling, or re-aging as needed.
• Perform all tasks in accordance with the bank's SOP and process manuals.
• Address and resolve customer complaints within specified turnaround times and policies.
• Assist walk-in customers by providing solutions aligned with bank policies.
• Comply with ADIB and Collection Unit codes of conduct and policies.
• Communicate relevant customer feedback to the team leader and collection manager as required.

Required Skills and Knowledge

• Solid understanding of the UAE banking sector.
• Familiarity with UAE Central Bank rules and regulations.
• Strong communication, negotiation, and analytical abilities.
• Experience in payment collection or debt collection units.

Experience

• A minimum of five years of pertinent experience in the banking industry.
• Preference for candidates with prior collection experience.