Collection Agent(Outsource)

5 months ago


Abu Dhabi, United Arab Emirates Abu Dhabi Islamic Bank Full time

Collection Agent(Outsource)

**Role : Collection Agent**
**Location**: Abu Dhabi / Dubai

**Role Purpose**:
**Key Accountabilities of the role
- 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
- 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

**Previous experience**:

- 1 to 2 years of relevant experience in field collection in any financial industry,

banking industry is preferable.

**Behavioral Competencies: -**
- Communication
- Adaptability
- Technical Knowledge
- Managing Continuous Improvement
- Influencing
- Information Gathering
- Problem Solving
- Initiative & Change
- Planning & Implementation
- People Development
- BEHAVIOURAL COMPETENCIES
- Customer Focus
- Drive for Excellence
- Ethics & V alues
- Integrity & Trust
- Inspiring / Charismatic
- Ownership
- Action Orientated
- Decision Quality
- Teamwork
- Balanced

Business Acumen

Job ID 300002011027290


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