Officer, Collections

Key Responsibilities 1. Agency Management & Allocation • Allocate delinquent accounts to recovery agencies as per bucket strategy. • Monitor agency performance vs allocated portfolios. • Facilitate account transfers, reallocations, and closures with proper approvals. 2. Recovery & Settlement Handling • Review and process settlement proposals within delegation authority. • Coordinate with internal teams for approvals (legal, risk, MIS). • Ensure proper documentation and tracking of recovery cases. 3. Performance Monitoring & MIS • Track recovery performance (daily / MTD / agency-wise). • Provide MIS reports and dashboards to management. • Support incentive calculations and validation for agencies. 4. Compliance & Process Adherence • Ensure agencies follow bank policies, code of conduct, and regulatory guidelines. • Monitor recorded calls / audit compliance where applicable. • Escalate any policy breaches or exceptions. 5. Customer Resolution Support • Support escalated customer requests related to settlements or restructuring. • Assist in resolution of complaints raised via agencies. • Ensure proper documentation of customer interactions. 6. Coordination with Internal Teams • Work closely with: Collections & Recovery teams, Legal & Risk, MIS / Analytics • Ensure seamless communication between bank and agencies. • Strong understanding of collections & recovery lifecycle for Credit & Personal loan products • Analytical skills (MIS, performance tracking) • Negotiation & decision-making • Stakeholder / vendor management • Knowledge of UAE banking regulations • 1-5 years in collections/recovery (banking/NBFC/agency) • Experience in handling outsourced recovery vendors • Graduate in Finance / Business (MBA preferred)