Officer, Collection Operations

Role Overview and Key Accountabilities

The Officer in Collection Operations is responsible for managing case coordination with law firms, overseeing cases through various legal stages, and ensuring accurate system updates. This role demands active collaboration with internal teams and external vendors, particularly law firms handling cases in different courts.

Self-Management Duties

• Set and achieve agreed performance objectives in consultation with the line manager annually.
• Identify personal training needs and ensure participation in approved development programs.
• Maintain and enhance proficiency across all required competencies and skills for the role.
• Stay informed of industry developments, latest techniques, and professional standards through ongoing education.
• Keep current with bank policies, procedures, central bank regulations, and sector developments.
• Provide timely resolutions to queries ensuring satisfactory customer experiences.

Core Job Responsibilities

• Coordinate with law firms handling new cases, including ADGM court cases, cheque executions, repossessions, civil cases, and cases against the bank while updating systems and maintaining trackers.
• Serve as backup support for absent team members handling criminal, civil, legal notice, repossession, and cheque execution matters among others.
• Closely monitor and liaise with external vendors, especially for Abu Dhabi cases, ensuring compliance with agreed turnaround times and sharing additional documentation as necessary.
• Attend expert meetings when required and review related commentary and memos.
• Ensure all allocated cases have updated system entries and appropriate legal flags applied.
• Manage cases referred against the bank and provide necessary support as needed.
• Ensure original case files are retrieved and returned according to established processes and policies.
• Handle escalated collection requests received through various channels and drive them to resolution.
• Collaborate with collection and recovery teams for legal assistance or advisory when applicable.
• Complete mandatory training on time, adhere strictly to company policies and values, and contribute positively to the working environment.

Qualifications and Experience

• A bachelor's degree is required.
• A minimum of 3 years' relevant experience within the banking sector is essential.