Collections Officer – Banking
Job Reference: ANT - GRE - COL - 200826
Location: Dubai, UAE
Employment Type: Full-Time
Industry: Banking / Financial Services
Position Overview
Our client, a leading financial institution, is seeking a proactive and results-oriented Collections Officer to manage the recovery of outstanding dues from customers while maintaining professional customer relationships and ensuring compliance with applicable banking policies and regulatory requirements.
The successful candidate will be responsible for managing delinquent accounts, conducting structured collection activities, negotiating repayment arrangements, and supporting the institution in minimizing credit losses and improving recovery performance.
Key Responsibilities
• Manage a portfolio of overdue and delinquent customer accounts, including personal loans, credit cards, auto loans, and other retail banking facilities.
• Contact customers through telephone, email, and other approved communication channels to secure timely payment.
• Understand the reasons for payment delinquency and identify appropriate recovery strategies.
• Negotiate realistic repayment plans and payment arrangements in accordance with approved policies.
• Follow up consistently on payment commitments and ensure agreed arrangements are maintained.
• Maintain accurate and up-to-date records of customer interactions, collection activities, commitments, and account status.
• Monitor assigned accounts and prioritize collection efforts based on ageing, outstanding exposure, risk level, and recovery potential.
• Handle customer queries and disputes professionally and coordinate with relevant internal departments for resolution.
• Investigate payment discrepancies and support the reconciliation of customer accounts where required.
• Escalate high-risk, severely delinquent, or potentially problematic accounts in accordance with established procedures.
• Prepare and maintain collection reports covering overdue balances, recovery performance, commitments, and account status.
• Achieve assigned monthly collection and recovery targets while maintaining appropriate quality and compliance standards.
• Ensure all customer interactions and collection activities comply with internal policies, applicable UAE regulations, and approved banking procedures.
• Maintain strict confidentiality of customer information and financial data.
• Support continuous improvement initiatives aimed at strengthening collection efficiency, reducing delinquency, and improving recovery rates.
Candidate Profile
• Bachelor’s degree or Diploma in Finance, Accounting, Business Administration, Banking, or a related discipline.
• 2–5 years of experience in banking collections, credit control, debt recovery, accounts receivable, or a related financial services environment.
• Previous experience handling retail banking collections, credit cards, personal loans, auto loans, or other consumer finance products is preferred.
• Strong understanding of collection processes, delinquency management, and customer account handling.
• Excellent verbal and written communication skills.
• Strong negotiation and persuasion skills with the ability to handle difficult customer conversations professionally.
• Target-oriented with strong follow-up and problem-solving capabilities.
• Good numerical and analytical skills with strong attention to detail.
• Proficiency in MS Office, particularly Excel, and familiarity with banking, collection systems, or CRM platforms.
• Ability to work effectively under pressure and manage a high-volume portfolio of accounts.
• UAE/GCC banking experience will be an advantage.
Key Performance Indicators
The role will typically be measured against:
• Monthly collection and recovery targets
• Recovery rate and amount collected
• Reduction in overdue and delinquent accounts
• Promise-to-pay conversion and fulfilment
• Portfolio ageing and delinquency management
• Quality and accuracy of collection records
• Customer handling and compliance standards
Core Competencies
• Banking Collections & Recovery
• Delinquency Management
• Credit & Risk Awareness
• Negotiation & Persuasion
• Customer Relationship Management
• Financial & Numerical Analysis
• Communication Skills
• Problem Solving
• Target Orientation
• Time & Portfolio Management
• Compliance & Confidentiality
Application
Interested candidates with relevant banking collections, debt recovery, credit control, or consumer finance experience are encouraged to submit an updated CV highlighting their relevant experience, portfolio exposure, collection achievements, and notice period.