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Job Description
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).
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.
Knowledge, skills and experience
Minimum Graduate
Product Knowledge
PC Literate
Excellent verbal and written communication skills
Assertiveness
About Us
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.