Collection Analyst

We are looking for a detail-oriented and proactive Analyst to support the company's campaign management and collections vendor reporting. Responsible for developing and optimizing multi-channel collections campaigns to improve customer engagement, payment conversion, and overall digital collection performance. The role also oversees collection agency governance, reporting, and compliance, ensuring adherence to regulatory requirements and internal policies while partnering with internal teams and external vendors to drive operational excellence and customer outcomes.

Your Responsibilities

Campaign Management & Digital Collections Strategy

• Develop and execute end-to-end multi-channel collection campaigns across Automated Dialer, SMS, Email, Push Notifications, and IVR channels, tailored to different delinquency stages (early, mid, and late-stage).
• Design and implement A/B testing frameworks to optimize communication content, timing, channel mix, and call-to-action strategies, improving customer engagement, contactability, and payment conversion rates.
• Manage and optimize predictive and preview dialer strategies by balancing agent capacity, contact rates, and customer experience to maximize Right Party Contact (RPC) rates while minimizing abandoned calls.
• Monitor campaign performance and analyze key collection metrics, including contact rates, open rates, click-through rates, Promise-to-Pay (PTP) conversion, cure rates, liquidation rates, and overall campaign ROI.
• Collaborate with Risk, Analytics, and Operations teams to enhance customer segmentation and scoring models, while ensuring operational capacity aligns with campaign volumes and collection priorities.
• Ensure full compliance with CBUAE, TDRA, and internal governance requirements, including management of suppressions, customer preferences, opt-outs, communication frequency caps, and approved collection practices.

Vendor Management, Reporting & Compliance

• Act as the primary point of contact for external collection agencies on reporting and communication governance.
• Coordinate with collection agencies to obtain complete and accurate data related to customer communications, including calls, SMS, emails, and other collection activities.
• Validate and reconcile agency-submitted data to ensure accuracy, completeness, and adherence to predefined reporting formats and submission timelines.
• Proactively follow up with agencies to resolve data discrepancies, reporting gaps, and delayed submissions.
• Conduct regular audits of collection agency activities and call recordings to ensure adherence to CBUAE regulations, internal policies, and approved customer treatment standards.
• Evaluate collection agency compliance and quality performance through structured call audits and communication reviews.
• Provide actionable feedback and improvement recommendations to collection agencies based on audit findings, compliance reviews, and performance assessments.
• Prepare and distribute periodic compliance, operational, and performance reports to internal stakeholders and management.
• Support vendor governance initiatives, including performance reviews, corrective action plans, and ongoing compliance monitoring.
• Manage day-to-day UAE customer tickets and CBUAE escalations.

Your Expertise

• Minimum 2 years of experience in campaign management or a related role.
• Strong proficiency in data handling, reporting, and analysis.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Fluent in English (both written and spoken) and Arabic is a plus.

What We Offer

• Opportunity to work in a fast-growing fintech environment.
• Exposure to end-to-end collections and legal recovery operations.
• Collaborative and dynamic work culture.