Officer, Collections

Key KPIs Recovery rate / Cash collection vs target Agency productivity & efficiency Settlement turnaround time Compliance & audit adherence Portfolio resolution rate Skills & Competencies 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 Experience & Qualification 1–5 years in collections/recovery (banking/NBFC/agency) Experience in handling outsourced recovery vendors Graduate in Finance / Business (MBA preferred)

1–5 years in collections/recovery (banking/NBFC/agency). Experience in handling outsourced recovery vendors. Graduate in Finance / Business (MBA preferred).

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.