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Collections Support Manager
1 week ago
Job Purpose:
This role manages the support functions of the UAE Collections Team. Role is accountable for the learning management cycle of the collections team, including identification of learning requirements, training delivery and facilitation, and evaluation of program effectiveness
Job Background:
- Responsible for controls, training, systems, and projects within the UAE Collections team, as well as support new product launch, including development discussions and UAT.
- Manage the quality & call monitoring process completely. Ensure agents quality is improved and monitored
Key Responsibilities:
- Manage all system set up as per the Collections strategy.
- Ensure that all accounts are aligned correctly in the Collections system as per assigned systemic rules based on approved Collections strategy.
- Work on all collection related projects and controls process and extending support for testing & other activities for successful completion of projects.
- Conduct training for new hires, as well as refresher training for existing agents to adhere to the set standards, policies and guidelines
Development Value:
- Opportunity to work in a fastpaced environment
- Lateral movements and progression possible within other teams for job skill enhancements, new challenges, or change.
Knowledge/Experience:
- Advanced knowledge of pre and post charge off collections processes
- Knowledge of collections and collections related systems such as CACS/dialler/TRIAD
- Strong awareness of the collections negotiations process with customer
Skills:
- 35 years with Collections, understanding the concept of flows, roll forward, and the impact of each bucket and recovery in the overall scheme of Collections
- Strong knowledge of Consumer banking and Collections systems
Competencies:
- Leadership
- Team work
- System knowledge
- Initiative and commitment to achieve
Qualifications:
Bachelor degree
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Job Family Group:
Operations - Collections Default
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Job Family:
Core Collections
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Time Type:
Full time
- Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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