About this role
The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator
in banking and finance, powered by a diverse and dynamic team who put customers first.
Together, we pioneer key innovations and developments in banking and financial services.
Our mandate? To help customers find their way to Rise Every Day, partnering with them through
the highs and lows to help them reach their goals and unlock their unique vision of success.
Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.
We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.
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. (Telephone, letters, email, fax, legal process etc). 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. • Resolve difficult/complex cases forwarded by collection officer. • Achieve the performance targets that has been communicated by the TL • Work on reports and debits account as and when required. • Mentor new joiners and provide on job training to them. • Circulate MIS related to team activities. Knowledge, Skills and Experience
• Minimum Graduate with 2-3 years of work experience • Product Knowledge • Banksys, Osoolsys, Select • PC Literate • Excellent verbal and written communication skills • Assertiveness • All collectors will undergo training prior to joining the production floor- which will cover negotiation, Finn1 etc.