About the Role
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Join the International Wealth and Premier Banking team in Al Ain as a Debt Counselling Advisor. In this role, you will deliver professional services to assist customers facing financial difficulties, helping them regain financial stability while minimizing losses for the company.
Responsibilities
- Minimize company losses by collecting overdue debts while protecting both customer and company interests.
- Understand customer circumstances and affordability to explore available options.
- Manage a portfolio of current and overdue debit balance customer accounts through inbound/outbound calls and various communication channels.
- Provide relevant treatments based on customer circumstances and escalate cases for legal action when necessary.
- Own performance against business objectives and targets, taking responsibility for self-development.
- Complete progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to senior management.
- Initiate enhancements to policies and procedures for customer journey improvement.
- Serve as a department champion of the leadership message, setting a performance example for others.
- Carry out processing tasks and handle customer calls to ensure productivity and quality measures are met in accordance with company processes and procedures.
Requirements
- Fluent in English, both spoken and written.
- Collections experience is mandatory.
- Proficient in writing business letters and reports.
- Excellent communication skills via email and telephone.
- Ability to learn quickly with strong complex problem-solving skills.
- Capable of interpreting numeric data.
- Flexible to work in shifts and resilient in various work environments.
- Strong ability to build rapport with customers, colleagues, and other stakeholders.
- Proficient in MS Office (Excel, PowerPoint, Word).
- Excellent computer skills in a Microsoft Windows environment, including knowledge of Excel and skills in Access.
- Graduation degree is required to secure a UAE visa or Work Permit.
Benefits
The company is committed to fostering a culture where all employees are valued and respected. We take pride in providing a workplace with continuous professional development, flexible working opportunities, and an inclusive and diverse environment.
