Field Collection Specialist (Outsource)

Role: Field Collection Specialist

Role Purpose:

Field Collection Specialist is responsible to perform assigned role relating to the collection of official funds from the ADIB customers in coordination with the collection team leader, collection manager. His duties is to review the customer’s accounts and inform them by due dates of payments by phone calls, fax or e-mail, perform monthly assigned field visits and document findings and updating field visit form on timely basis. This will be achieved in a manner that is consistent with ADIB customer service code of practice and in confidentiality.

KEY METRICS:

• Achieving assigned business financial and non financial targets.

• Monthly field visits target achievement and completing documentation of visits conducted.

• Customer complaints

• Handling walking customers and addressing their queries.

• Adherence to field visits as per the guidelines shared by bank.

• Performing all the delegated tasks related to collections unit as per the process.

Key Accountabilities of the role

• Resolve assigned past due accounts, by contacting debtors by phone and written correspondence at their mail address /residence and place of employment.

• Ensure that the assigned monthly target is achieved.

• Perform various administrative functions related to assigned accounts.

• Contact customers through approved communication channels advised by bank to understand the reasons for overdue payments and accordingly negotiate with customer to pay the due amount, which includes settlement/reschedule etc.

• Document all the customer activities on timely updated in the collections work system.

• To ensure all the required collection and legal process documents are updated /maintained and submitted to relevant teams as and when required.

• Negotiate with the customer and inform him by the due amounts, deadline of payment and the way of payment agreements and settlements within established guidelines.

• Prepare and adhere to field visit plans in coordination with Team Leader, this will include performing monthly visits to customers and performing end to end tasks related to visits and documentation, including timely system updated.

• Sending communications to the customer (like demand notice, legal notice etc) ensuring process adherence.

• Conduct visits for non contactable customers along with customers list as advised by field Team Leader.

• To guide and support customers as a counsellor to manage their finance /covered card’s payments (including other facilities/debts held with bank) along with other services like restructure, reschedule, re-age etc.

• To ensure all the tasks assigned shall be performed as per the SOP (approved process manuals).

• To attend, resolve and close all customer complaints within the TAT as per policy.

• Meet the walk-in customers in the Collection Unit and resolve their issues by offering solutions as per policy.

• Always adhere by ADIB’s and Collection Unit Code of Conduct and policies.

• 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:

• Good knowledge about UAE banking sector.

• Awareness about Central bank of UAE rules and regulations.

• Excellent communication, negotiation and analytical skills.

• Experience of collection of payments/debt collection unit.

Previous experience:

• At least 5 years relevant experience in banking.

• Collection experience is preferable.