Job Purpose

Review and facilitate agencies who are assigned delinquent/charged off accounts to collect/recover from. These customers being assigned would be delinquent and may also be Skip and the agency needs appropriately follow up and recover dues owed to the Bank.

Key result Areas

• Communicate targets and assess performance on an ongoing basis to ensure that all agencies are meeting/exceeding expected levels of performance.
• Ensure follow ups done by the agency are captured on the collection system along with new contact details as per the process defined in the Agency Management Handbook.
• Resolve queries from Agencies daily thereby enabling them to manage customers and deal with objections and get customers to pay what is owed to the bank.
• Periodic reviews of follow ups done, actions taken, and progress being made along with clearly documented action plans.
• Negotiating with customers based on numbers provided by agencies or through conference calls and direct interactions.
• All interaction with customers must be only through recorded lines and interactions updated on the collections system. All communication must also be only approved formats.
• Assisting in tracking skips and helping the agency find new contacts details including MOL and other checks, including document reviews, to consistently focus on improving the contactable base. Identifying and segregating the accounts as Contactable and Non-Contactable and driving appropriate actions to maximize collection/recoveries.
• Raise settlement requests post reviewing the same and ensuring that once customers have settled accounts, clearance letters, police case releases are duly provided, and accounts closed in a timely manner.
• Ensure periodic reviews are done in a structured manner and shared with immediate supervisor and the Collections/ Recovery Manager.
• Ensure agency assessments are done at periodic intervals as defined by the prevalent process to assess performance, process control and other aspects and ensure any corrective actions identified are tracked and closed in a timely manner.
• Agency managers will also be required to recommend if required to terminate/ continue / expand our relationship with an empaneled agency to the Collection Manager / Recovery Manager Recovery and then recommend to Sr. Manager Recoveries & HCCRD.
• Visit agencies as appropriate and as defined by the prevalent agency visitation policy.
• Ensure that agency bills are submitted in a timely manner and assist CST in any aspect related to billing clarifications and processing payment invoices in a timely manner.
• Assist agencies to help track customer repayments – especially the transfer of funds from overseas accounts and ensure the credit is passed to the customer’s account in a timely manner.
• Ensure that all agency staff are always fully aware of the CODE OF CONDUCT and follow it. Any CODE OF CONDUCT issues needs to be immediately escalated and dealt with urgency.
• Ensure awareness of the relevant CPR guidelines and ensure adherence to the same as appropriate for Self and the agencies managed.
• Ensuring that agency adhere to the Code of Conduct is a key responsibility of an Agency Management Officer.
• The job holder evaluates all negotiations performed by customer / third party & the agency collectors and then recommends to the management for necessary approvals.
• The job holder is responsible to facilitate agencies and drive them to achieve monthly targets.
• The job holder reports directly to the Collection Manager / Manager Recoveries who in turn reports to Sr. Manager Recoveries / Head CCRD.
• Working in a dynamic environment and operating in various business environment.
• The job holder must interact internally with Collection Unit and other stake holders to ensure that objective is met, and agencies are able to operate effectively.
• The job holder is required to work effectively as part of the team and not only towards meeting their own goals but also work towards assisting and meeting the team’s goals.

Knowledge, Skills and Experience:

• Minimum Graduate with 3 – 5 years banking experience
• Collections/Recovery agency management in UAE is advantageous.
• High level of MS office knowledge is a minimum requirement.
• Should be an excellent communicator with a high level of negotiation and persuasion skills. Capacity to work under pressure.
• Good command over English language (working knowledge of Arabic is advantageous)