Collections Officer.Cards-Collections

The leading financial institution in MENA

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Job Title
Collection Officer
Department
CCRD
Direct Supervisor

JOB PURPOSE
Work a queue/pool of delinquent accounts to collect arrears to bring customers account up-to-date or within agreed terms of borrowing using different collection tools

KEY RESULT AREAS
- Work a queue of delinquent accounts
- The job involves tele-calling for most part of the day- approximately 100-150 calls on a daily basis.
- Work is done on an automated collection system- Finn1 which is a web based system.
- Make regular contact with customers to collect the full overdue payment or if the full payment cannot be made then negotiate a repayment plan as required.
- Follow up promises to ensure payments are received
- Identify potential skips and fraud cases and escalate all irregularities in accounts to the attention of the TL.
- Develop an assertive approach to resolve customer queries
- Propose settlement negotiations to recover delinquent balances (these accounts should be seriously delinquent)
- Updating latest contact details of customer in Finn1 and raise regular maintenance to facilitate customer requirements (billing changes, SI changes, reversals etc)
- To attend the team meeting and regularly highlight problems with solutions encountered during routine collections.
- Route difficult/complex cases to the Team Leader.
- Achieve the performance targets that has been communicated by the TL
- Work on reports and debits account as and when required.
5 OPERATING ENVIRONMENT, FRAMEWORK AND BOUNDARIES

KNOWLEDGE, SKILLS AND EXPERIENCE
Minimum Graduate
Product Knowledge
Banksys, Osoolsys, Select
PC Literate
Excellent verbal and written communication skills
Assertiveness