Role       : Collections Agent
Location : Dubai                         

Role Purpose:
Collection agent is responsible to perform office duties relating to the collection of official funds from the ADIB customers in coordination with the collection team leader, collection manager and the field collection agent. His duties is to review the customer’s accounts and inform them by due dates of payments by phone calls, fax or e-mail. This will be achieved in a manner that is consistent with ADIB customer service code of practice and in confidentiality.

Key Metrics

• Knowledge of market and industry characteristics
• Strong collection experience
• Well-developed verbal, written and interpersonal skills
• Interviewing techniques to obtain factual information
• Office practices and procedures and record keeping practices.
• Strong customer service skills
• Strong call center experience
• Give the customer the message in a short time
• Strong phone skills 
• Strong math aptitude
• Strong Ability to multi tasks
• Strong relationship management skills
• Computer literacy
• Fluent in English and Arabic

Key Accountabilities of the role      

• Prepare a plan to call the customers in coordination with the collection team leader.
• Check the customers who do not pay their due payments
• Review the customers list and make priorities for calling them based on the team leader instructions
• Review the customer’s account and information and prepare notes or questions if available  
• Call the customers based on priorities and instructions
• Contact the customer through other channels of remote communications by processing requests and making outbound calls to customers if necessary
• Negotiate with the customer and inform him by the due amounts, deadline of payment and the way of payment
• Negotiate agreements and settlements within established guidelines
• Update customer information, tracks and documents into customer interface system after each call 
• Record the results of the call regarding the payments or deferring it
• Compare the percentage of performed calls with the planned ones
• Discuss the main issues with the team leader
• Ensure a conducive environment for the dissemination and exchange of information within the team and between the team and units
• Provide feedback to the team leader and the collection manager with the information on customers if required.
   

Specialist Skills / Technical Knowledge Required for this role:
 

• knowledge of the banking industry and their products and services
• A university degree 
• Collection Experience 5 years+