FR Senior Associate

About the Role
The collections team is apart from Financial Remediation department. This team is required to ensure all delinquent customers are called and followed up on for the respective due’s which are due by the customers who have an existing facility with the bank. The department is assigned targets monthly which needs to be achieved to achieve the overall goal for the organization.
The collections Unit is required to ensure that our provision numbers, and the product flows are achieved to generate revenue for the bank. The follow up required on these delinquent accounts is done at the collections Centre across all products which include personal loans, credit cards and auto loans respectively.
What Youll Do:
The Key area for the bank in gaining retail profits lies with the collections department. Therefore, it is essential to have a collections team in order to follow up on all the delinquent pool which includes buckets from 1 to 7 respectively, which in turn would denote the number of installments the customer is due to pay for). The collection agent in turn ensures that his / her individual target is achieved in terms of resolution and cash collection which would in turn effect the overall performance of the department.

• To ensure to follow up on the delinquent pool assigned for the month and achieve the respective targets.
• Raising final settlements for customers depending on the reasoning which include loss of job, salary reduction, and medical condition.
• To ensure to update the system completely based on the action code.
• To ensure to increase the number of back flow accounts in the individual lists, focusing on collecting 2 or more installments monthly.
• Ensure customer satisfaction scores are in line with benchmarks.
• 
  To ensure that all the TOM elements and Emirates NBD values are implemented and followed.
  

What Youll Need

• BCs degree
• Arabic native speaker
• Excellent knowledge on collections as a process
• Previous experience in dealing with customers by telephone, e-mail and in writing.
• Strong communication skills and have the ability to communicate effectively.
• Good listening skills along with an articulate and clear telephone manner.
• Computer literate, with strength in Excel
• Administrative and organizational skills

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• Relationship and conflict management
• Communication skills
• Negotiation and Influencing
• Achievement oriented
  

Benefits

• Competitive salary
• Incentives based on the KPIs achieved.
• Health insurance
• Career development opportunities
• ENBD Employees staff benefits