Job title: Collections Support Agent (UAE National)
Company: Commercial Bank of Dubai
Job description: Description:Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people – your colleagues and our customers – and delivering service that really goes the extra mile.You will provide a comprehensive administrative and operational support to the Collections department through meticulous management of sensitive documentation, precise monitoring of settlement compliance, professional handling of customer complaints, and strict adherence to regulatory requirements while ensuring the highest standards of accuracy, confidentiality, and customer service.Documentation & Control Management
- Process and Issue Critical Documents:
- Verify and issue settlement letters with accurate payment terms and conditions.
- Generate liability/no liability letters after thorough account verification.
- Maintain settlement proposal register with complete approval hierarchy details.
- Create and monitor payment schedules with specific milestone tracking.
- Issue settlement reference numbers following delegation matrix verification.
- Settlement Monitoring:
- Track settlement payments against approved terms.
- Monitor post-dated cheque inventory with detailed logging.
- Verify settlement calculations including principal, interest, and charges.
- Document delegation matrix compliance for each settlement case.
- Maintain comprehensive settlement status tracking system.
- Flag and escalate settlement breaches promptly.
- Document Control:
- Implement strict document filing and retrieval protocols.
- Maintain secure storage of legal documents.
- Track document turnaround times against SLAs.
- Ensure proper verification of all customer information.
- Maintain audit trails of all document handling.
Regulatory Compliance & Quality
- Consumer Protection Regulation Compliance:
- Monitor adherence to prescribed calling hours.
- Track fair collection practice implementation.
- Verify customer communication standards.
- Maintain regulatory reporting documentation.
- Monitor compliance training completion records.
- Quality Assurance:
- Conduct systematic call quality assessments.
- Document compliance breaches with supporting evidence.
- Generate detailed quality monitoring reports.
- Track quality improvement metrics.
- Provide constructive feedback on quality issues.
- Complaint Management:
- Process complaints within regulatory timeframes.
- Maintain detailed complaint resolution records.
- Track complaint patterns and root causes.
- Generate comprehensive complaint analytics.
- Ensure proper escalation of critical cases.
Operational Support:
- Collection Support Activities:
- Execute targeted SMS & Email dunning campaigns.
- Monitor campaign effectiveness metrics.
- Conduct pre-delinquency calling programs.
- Perform detailed credit card reconciliation.
- Track early warning indicators.
- System Management:
- Maintain accuracy of core banking system data.
- Monitor user access rights and privileges.
- Generate periodic system reports.
- Ensure data integrity and security.
- Track system performance metrics.
Stakeholder Management:
- Internal Coordination:
- Support collection teams with required information.
- Coordinate with legal department on documentation.
- Work with IT on system requirements.
- Assist quality team with monitoring needs.
- External Communication:
- Handle sensitive customer inquiries professionally.
- Interface with external agencies effectively.
- Support audit requirements with documentation.
- Maintain professional stakeholder relationships.
Requirements:Qualifications:
- Bachelor’s Degree in Business/Finance/Banking
- Advanced Excel and data maintenance skills mandatory
- Demonstrate strong interpersonal and communication skills
- Professional certification in Banking Operations (preferred)
- Advanced training in Consumer Protection Regulations (preferred)
- Certification in Quality Assurance (preferred)
Experience:
- Minimum 2-3 years in banking operations
- Strong background in customer service preferred
- Demonstrated experience in quality monitoring
- Thorough knowledge of banking regulations
- Comprehensive understanding of collection processes
Skills:
- Advanced documentation management
- Proficiency in banking systems
- Strong process control knowledge
- Quality monitoring expertise
Competencies:
- Advanced data analysis capabilities
- Exceptional attention to detail
- High ethical standards
- Superior communication skills
- Strong analytical ability
- Excellent time management
- High level of discretion
- Professional demeanour
Expected salary:
Location: Dubai
Job date: Fri, 28 Mar 2025 06:12:50 GMT
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