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 AreasWork a queue of delinquent accountsThe 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 receivedIdentify potential skips and fraud cases and escalate all irregularities in accounts to the attention of the TL.Develop an assertive approach to resolve customer queriesPropose 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 TLWork 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 ExperienceMinimum Graduate with 2-3 years of work experienceProduct KnowledgeBanksys, Osoolsys, SelectPC LiterateExcellent verbal and written communication skillsResponsibilities: 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 Updating latest contact details of customer in Finn1 To attend the team meeting and regularly highlight problems with solutions encountered during routine collections. Route difficult/complex cases to the Team Leader. Achieve the performance targets that has been communicated by the TL Qualifications: Minimum Graduate Product Knowledge PC Literate Excellent verbal and written communication skills Assertiveness