Collection Officer (UAE Nationals Only)

About the Role / About the Job
This position involves managing an assigned portfolio of overdue student and client accounts, ensuring the effective recovery of outstanding receivables while maintaining positive relationships with stakeholders. The role requires a combination of analytical skills, negotiation abilities, and knowledge of financial policies to meet targets for both aging profiles and recovery rates. The individual will play a critical role in record maintenance and compliance while also advising students and clients on their financial obligations.

Essential Duties & Responsibilities:

Portfolio Management & Recovery

• Manage an assigned portfolio of overdue student and client accounts, comprising approximately
  [ ] active accounts and AED [ ] in outstanding receivables, and be accountable for its ageing profile and recovery rate against agreed targets.
• Extract and validate overdue account data in coordination with the Accounts Receivable and Student Accounts sections, and determine the appropriate collection action for each account according to ageing band, balance, and payment history.
• Maintain and apply the follow-up cycle — contact schedule, escalation triggers, and standard correspondence — and recommend revisions to it based on observed recovery performance.
• Negotiate and approve payment arrangements within a delegated limit of up to AED [ ] and up to [ ] installments; refer proposed arrangements beyond that limit to the reporting Manager with a documented recommendation.
• Recommend accounts for escalation — registration or transcript hold, referral to external collection, or write-off — supported by a documented recovery history and rationale. Approval of escalation and write-off rests with [ ].
• Maintain a balance between consistent follow-up and student and client satisfaction, exercising judgment on tone, timing, and channel appropriate to each case.

Records, Systems & Reporting

• Maintain complete and auditable records of all collection activity, commitments obtained, arrangements granted, and outcomes, in a form that withstands internal and external audit review.
• Ensure accurate and timely posting of student and client payments in the system, and perform daily register closing procedures.
• Prepare a monthly ageing and collection performance report — balances by ageing band, recovery rate, arrangements in place, and accounts at risk — with written commentary and recommended actions for management.
• Reconcile the assigned portfolio against the general ledger, investigate discrepancies with the Accounts Receivable section, and refer unresolved items with supporting analysis.

Advisory, Compliance & Service

• Act as the first point of contact for students, parents, and sponsors on overdue balances: explain fee structure, payment terms, and the consequences of non-payment; resolve routine disputes within policy and refer exceptions with a recommendation.
• Maintain current knowledge of University fee schedules, payment terms, refund rules, and applicable financial regulations, and advise students, clients, and colleagues accordingly.
• Ensure that all collection activity complies with University policy, applicable UAE regulations, and confidentiality requirements governing student financial data, and is conducted in a manner that protects the University’s reputation.
• Provide functional guidance to Collection Agents on process application and individual casework, and review their follow-up records for completeness and accuracy. This is procedural guidance only; the position carries no line-management or appraisal authority.
• Contribute to the improvement of billing and collection processes, and participate in the testing of related system changes.
• Be available for flexible shifts as required by management, particularly during the admission and peak billing periods.
• Perform other duties as assigned or required.

Qualifications & Experience:

• Bachelor’s degree in Accounting, Finance, or a related field, with 4 years of directly related experience in receivables, collections, or student accounts, of which at least 1 year involved independent casework and negotiation of payment arrangements.
• A Diploma in a related field with 6 years of directly related experience may be accepted in substitution for the degree.
• Experience in a higher education or student finance environment is an advantage.

Knowledge & Skills:

• Working knowledge of accounts receivable and collection practice, including ageing analysis, reconciliation, and recovery methods.
• Negotiation and dispute-resolution skills, with the ability to secure a payment commitment while preserving the relationship with the student or client.
• Sound judgment in applying policy to individual cases, and a clear sense of what must be escalated.
• Analytical skills sufficient to interpret ageing and recovery data, identify trends, and translate them into recommendations.
• Proficiency with ERP finance and student information systems, and advanced spreadsheet skills.
• Written and verbal communication skills; English is necessary, bilingual (English & Arabic) is an advantage.
• High standards of accuracy, timeliness, and confidentiality in handling financial and student data.
• Ability to work independently, prioritize competing cases, and manage to deadlines with limited supervision.
• Strong customer service orientation.

Working Conditions:
Work is normally performed in a typical interior work environment, which does not subject the employee to any unpleasant elements. The position may entail work after duty hours, on weekends, and on holidays, particularly during the admission, peak billing, and financial year-end periods.

Supervision:

• Reports to: Manager, Student Accounts
• Subordinates: N/A (provides functional guidance to Collection Agents)