Job Description

Job Purpose

• Review, analyze and follow up on the charged off cases allocated with the objective of maximizing recoveries from each case and assist the customer to settle their overdue/unpaid liabilities.

• Ensure that due process is followed during follow up and customer are treated fairly and always with due respect.

Key Result Areas

• Analyze and assess customer’s repayment problems and convince customer to prioritize repayment to Mashreq to achieve the assigned recovery targets.

• Ensure that all leads are followed up to establish contact with customers and engage with them and work with them to help them amicably settle their outstanding liabilities and ensuring that the minimum call targets set for the day are achieved.

• Review accounts and propose settlements as per the approved process and delegation matrix for appropriate approvals.

• All customer interaction/communication must be done using approved formats, approved media and recorded lines and official/ designated mail IDs.

• All customer calls must be made from assigned recorded lines and customer interactions updated on the collection system.

• Ensure adequate follow up on settlement agreements to ensure customer adhere to approved agreements and account settled.

• Ensure adequate use of MIS reports to assist in improving recoveries.

• Ensure that once accounts are settled, they are closed, and any legal case released, and clearance letters are issued in a timely manner.

• Provide high quality service to internal and external customers to achieve customer satisfaction and experience.

• Ensure that all customer queries/complaints are responded/addressed in a timely manner and customer are always treated with respect, ensuring adherence to Customer Contact Guidelines.

• Any difficult queries /issues must be highlighted to the Team Leader to review and assist in having them addressed.

• Ensure awareness of the relevant CPR guidelines and ensure adherence to the same as appropriate

• To ensure that customer information is always treated as confidential during follow up.

Knowledge, Skills and Experience

• The position requires a minimum experience of 3 years in banking, or another similar field incorporating continuous customer engagement and dealing with target-oriented roles.

• The job holder should possess good knowledge of business products and prevailing legal laws with high level of negotiation skills and communications.

• Should be able to work under pressure and is also required to be customer focused.

The leading financial institution in MENA While more than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first. Together, we pioneer key innovations and developments in banking and financial services. Our mandate? To help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success. Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value. We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.