Manage collections department and ensure the delinquency ratio within line and to increase efficiency ratio.
Key Objectives (the key result areas for the position - KPIs) Ensure compliance with legal and regulatory requirements and monitor legal and regulatory developments which impact or may impact the collection activities / legal actions. AML Continuous improvement in productivity to the standards prescribed from time to time Principal Responsibilities (list of major tasks/duties performed) 1) Create an environment orientated to trust, open communication, creative thinking & cohesive team effort. 2) Motivate & inspire team members 3) Facilitate problem solving & collaboration 4) Support new team members in working through induction program, ensure that they have the necessary knowledge to effectively participate on the team. 5) Lead by setting a good example (role model) - behavior consistent with words 6) Work and allocate overdue accounts and establish contact with customers to negotiate repayment arrangement for Provision cases. 7) Follow up with collectors to ensure payment schedules are met. 8) Follow up with reschedule cases, waivers of collectors, branches and operation department for implementation. 9) Co-ordinate for legal cases with legal and client to find solutions, prepare legal notices. 10) Co-ordination with branches for delinquent cases. 11) Follow up with Credit Card delinquent clients with risk and operations to reduce delinquency rate. 12) Preparation of vouchers, release, maintenance, letters and other documents 13) Meet clients with discussion over payment issues 14) Ensure that the target of collectors are met on a monthly basis 15) Ensure compliance of all activities as per guidelines. 16) Identify and propose work process improvements. 17) Focuses sharply on the ability of well-designed processes to minimize error and reduce customer sacrifice, and benchmark their construction against this maxim. 18) Prepare monthly MIS for insurance deceased/disability cases. 19) Follow up with insurance companies regards the payment of deceased/disability cases.
Person Specifications 1. Minimum education level / discipline: Diploma / BA 2. 2. Mandatory professional qualifications / licenses: 3. Required experience in terms of region/industry/business/function/role: Minimum +7 years experience in the banking sector, with 5 years at senior management level. 4. Incumbent must also be fluent in both written and spoken Arabic and English.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases