Agency Supervisor - Recovery
At a Glance
- Category
- 🏦 Finance & Banking
- Level
- Mid-Level
- Type
- Full-time
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Role : Agency Supervisor - Recovery
Location : Dubai
Role Purpose:
Agency Supervisor is responsible to manage the external collection agencies which monitoring and coaching on daily workflow and performance. Agency Supervisor ensures customer communications, adheres to customer expectations and requirements. Moreover, he is responsible for motivating, coaching and developing associates to achieve optimal performance results and conducting regular performance note. Also resolves customer complaints in timely manner and completes other duties as assigned.
Key Accountabilities of the role
1.To ensure that agencies visits are done within the agreed TAT to achieve targets efficiently and same shall be documented to be shared with agency.
2.To monitor the agencies’ performance and ensure that agencies are following standards required by ADIB.
3.To conduct regular meetings by phone/visit with team members from agency to review and provide update on the progress, including reconciliation of allocated accounts and actions agreed during last visits.
4.All work-related visits/calls made to agency shall be documented over an email to be shared with the stakeholders.
5. To guide and support customers as a counsellor to manage there finance /covered card’s payments (including other facilities held with bank) along with other services like restructure, reschedule ,re-age etc.
6.To ensure that accounts allocated to agencies are timely updated in the collections work system.
7.To share customer/work related data with agencies for assigned work as per pre-defined process of Collection Unit.
8.To ensure all the tasks assigned shall be performed as per the SOP (approved process manuals).
9.To attend, resolve and close all customer complaints within the TAT as per policy.
10.Meet the walk-in customers in the Collection Unit and resolve their issues by offering solutions as per policy.
11.Always adhere by ADIB’s and Collection Unit Code of Conduct and policies.
12.To review and provide feedback for TOP 20 accounts.
Specialist Skills / Technical Knowledge Required for this role:
1. Knowledge of market and industry characteristics and trends
2. Knowledge of legal system, regulations, statutory requirements and legal recovery techniques
3. Strong business acumen
4. Strong communication, analytical , collection skills
Requirements
- •Knowledge of market and industry characteristics and trends
- •Knowledge of legal system, regulations, and statutory requirements
- •Knowledge of legal recovery techniques
- •Strong business acumen
- •Strong communication, analytical, and collection skills
Responsibilities
- •Manage external collection agencies, monitoring and coaching on daily workflow and performance
- •Ensure agency visits are completed within agreed TAT and documented
- •Monitor agency performance to ensure adherence to ADIB standards
- •Conduct regular meetings with agency team members to review progress and reconcile accounts
- •Document all work-related visits/calls via email to stakeholders
- •Provide financial counseling to customers regarding payments, restructuring, and rescheduling
- •Ensure accounts allocated to agencies are timely updated in the collections work system
- •Resolve customer complaints within the TAT as per policy
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ADIB is a leading Islamic bank offering a wide range of banking and financial services. It serves individuals, corporations, and government entities.