Job Purpose :
The main purpose of the job is to counsel, guide and encourage delinquent clients on any Retail products (CC, LPN, LVH & LMF) to pay the overdue amount by making outbound / attending to inbound collection calls.
The calls need to be assertive without any related unpleasantness and should adhere to the policies and procedures laid down by the bank.
Principal Accountabilities :
Collection of Debts
By establishing contact with the delinquent clients and convincing them to make the overdue payments.
Convert potential promises to pay to payments by ensuring that the calls made are assertive, but without any unpleasantness.
Preparing an action plan to handle specific cases in consensus with the Team Leader in order to resolve difficult cases.
Minimize potential credit Losses
By resolving customer queries and effectively handling customer’ disputes.
By identifying potentially high risk cases to be handed to the Field referral team at an early delinquency stage.
Contain exposure to the Bank
By initiating credit control actions like suspension / cancellation of card facilities for potential high risk cases.
By providing feedback on any delinquency trends observed so that the same maybe incorporated in the credit policy
Ensure that all procedures and controls are strictly followed :
By ensuring that all calls follow the prescribed call model and tele-calling scripts
By working within the prescribed procedures / guidelines and initiating action as per the existing debt management strategy
Graduate, preferably in commercially oriented discipline or Higher Secondary education with recognized Secretarial Diploma.
5 years experience with a good understanding of banking practices.
Good verbal and written command of English. Knowing Arabic will be an advantage
Good communication skills
Planning and organizing skills