Collection Officer (Outsource Role)

Description Role: Collection Officer Role Purpose: The collection officer is responsible for performing assigned duties related to the collection of official funds from ADIB customers in coordination with the collection team leader and collection manager. His duties include reviewing customer accounts and informing them of payment due dates via phone calls, fax, or email. This must be done in a manner consistent with ADIB's customer service code of practice and confidentiality standards.Key Accountabilities of the role Achieving assigned business, financial, and non-financial targets.Maintaining call evaluation scores.Handling customer complaints.Managing walk-in customers and addressing their queries.- Resolve assigned past-due accounts by contacting debtors via phone and written correspondence at their mail address/residence and place of employment.- Ensure achievement of the assigned monthly targets.- Perform various administrative functions related to assigned accounts.- Contact customers through approved communication channels to understand reasons for overdue payments and negotiate repayment options, including settlement or rescheduling.- Document all customer activities promptly in the collections work system.- Negotiate with customers regarding due amounts, payment deadlines, and settlement agreements within established guidelines.- Guide and support customers as a counselor to manage their finances, covered cards payments, and other facilities or debts held with the bank, including restructuring, rescheduling, or re-aging.- Ensure all tasks are performed according to SOPs (standard operating procedures).- Attend to and resolve customer complaints within the stipulated TAT (Turnaround Time) as per policy.- Meet walk-in customers at the Collection Unit and resolve their issues per policy.- Adhere to ADIB's and the Collection Unit's Code of Conduct and policies.- Provide feedback to the team leader and collection manager regarding customer issues when required.Specialist Skills / Technical Knowledge Required Good knowledge of the UAE banking sector.Awareness of Central Bank of UAE rules and regulations.Excellent communication, negotiation, and analytical skills.Experience in payment or debt collection units.Previous Experience At least 5 years of relevant banking experience.Collection experience is preferable.Required Experience: Unclear seniority #J-18808-Ljbffr