About the Role
The role involves reviewing, analyzing, and following up on charged-off cases with the objective of maximizing recoveries and assisting customers in settling their overdue or unpaid liabilities. It is crucial that due process is followed during customer interactions, ensuring every customer is treated fairly and with respect.
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Key Responsibilities
- Analyze and assess customers’ repayment problems and persuade customers to prioritize repayment to meet assigned recovery targets.
- Follow up on all leads to establish contact with customers, engaging them to help settle outstanding liabilities while ensuring minimum call targets for the day are achieved.
- Review accounts and propose settlements in line with the approved process and delegation matrix, seeking formal approval when necessary.
- Conduct customer interactions using approved formats and media, ensuring that all communications are carried out using recorded lines and designated email IDs.
- Ensure all customer calls are made from assigned recorded lines and interactions are documented in the Collection System.
- Monitor follow-ups on settlement agreements to guarantee customer compliance and accounts are settled accordingly.
- Utilize Management Information System (MIS) reports to enhance recovery efforts.
- Close accounts promptly once settled, releasing any legal cases, and issuing clearance letters in a timely manner.
- Provide high-quality service to both internal and external customers to enhance customer satisfaction and experience.
- Respond to customer queries and complaints promptly, treating all customers with respect and adhering to Customer Contact Guidelines. Escalate difficult issues to the Team Leader for review and resolution.
- Maintain awareness and adherence to relevant Consumer Protection Regulation (CPR) guidelines.
- Treat all customer information as confidential throughout follow-up processes.
- Mentor and support new joiners as a buddy.
Knowledge, Skills, and Experience
- A minimum of 2-4 years of experience in banking or a similar field, focusing on continuous customer engagement and target-oriented roles.
- Strong knowledge of business products and existing legal frameworks, along with high-level negotiation and communication skills.
- Ability to work under pressure while maintaining a strong customer focus.
Benefits
- Engage with a leading financial institution in the MENA region, characterized by its innovative approach to banking and finance.
- Opportunity to contribute to the community through responsible banking initiatives.
- Work in a diverse and dynamic team that prioritizes customer needs and champions key innovations in financial services.
