Collection Officer- Cards Collections (Mashreq Global Network)

Job PurposeWork a queue/pool of delinquent accounts to collect arrears to bring customers account up-to-date or within agreed terms of borrowing using different collection tools. (Telephone, letters, email, fax, legal process etc).Key Result Areas- Work a queue of delinquent accounts- The job involves tele-calling for most part of the day- approximately 100-150 calls on a daily basis.- Work is done on an automated collection system- Finn1 which is a web based system.- Make regular contact with customers to collect the full overdue payment or if the full payment cannot be made then negotiate a repayment plan as required.- Follow up promises to ensure payments are received- Identify potential skips and fraud cases and escalate all irregularities in accounts to the attention of the TL.- Develop an assertive approach to resolve customer queries- Propose settlement negotiations to recover delinquent balances (these accounts should be seriously delinquent)- Updating latest contact details of customer in Finn1 and raise regular maintenance to facilitate customer requirements (billing changes, SI changes, reversals etc)- To attend the team meeting and regularly highlight problems with solutions encountered during routine collections.- Resolve difficult/complex cases forwarded by collection officer.- Achieve the performance targets that has been communicated by the TL- Work on reports and debits account as and when required.- Mentor new joiners and provide on job training to them.- Circulate MIS related to team activities.Knowledge, Skills and Experience- Minimum Graduate with 2-3 years of work experience- Product Knowledge- Banksys, Osoolsys, Select- PC Literate- Excellent verbal and written communication skills