Officer, Collections

Key KPIs

• Recovery rate / Cash collection vs target
• Agency productivity & efficiency
• Settlement turnaround time
• Compliance & audit adherence
• Portfolio resolution rate

Skills & Competencies

• Strong understanding of collections & recovery lifecycle for Credit & Personal loan products
• Analytical skills (MIS, performance tracking)
• Negotiation & decision-making
• Stakeholder / vendor management
• Knowledge of UAE banking regulations

Experience & Qualification

• 1–5 years in collections/recovery (banking/NBFC/agency)
• Experience in handling outsourced recovery vendors
• Graduate in Finance / Business (MBA preferred)

Key Responsibilities

1. Agency Management & Allocation

• Allocate delinquent accounts to recovery agencies as per bucket strategy.
• Monitor agency performance vs allocated portfolios.

Facilitate account transfers, reallocations, and closures with proper approvals. 

2. Recovery & Settlement Handling

• Review and process settlement proposals within delegation authority.
• Coordinate with internal teams for approvals (legal, risk, MIS).
• Ensure proper documentation and tracking of recovery cases.

3. Performance Monitoring & MIS

• Track recovery performance (daily / MTD / agency-wise).
• Provide MIS reports and dashboards to management.
• Support incentive calculations and validation for agencies.

4. Compliance & Process Adherence

• Ensure agencies follow bank policies, code of conduct, and regulatory guidelines.
• Monitor recorded calls / audit compliance where applicable.
• Escalate any policy breaches or exceptions.

5. Customer Resolution Support

• Support escalated customer requests related to settlements or restructuring.
• Assist in resolution of complaints raised via agencies.
• Ensure proper documentation of customer interactions. 

6. Coordination with Internal Teams

• Work closely with: 
  • Collections & Recovery teams
  • Legal & Risk
  • MIS / Analytics

Ensure seamless communication between bank and agencies.