Collection Officer (Mashreq Global Network)

Job Description

Job Purpose

Work a queue/pool of delinquent accounts to collect arrears to bring customers account up-to-date or within agreed terms of borrowing using different collection tools (Telephone, letters, email, fax, legal process, etc).

Key Result Areas

• Work a queue of delinquent accounts. The job involves tele‑calling for most part of the day—approximately 100–150 calls on a daily basis.
• Work is done on an automated collection system—Finn1 which is a web‑based system.
• Make regular contact with customers to collect the full overdue payment or, if the full payment cannot be made, negotiate a repayment plan as required.
• Follow up promises to ensure payments are received.
• Identify potential skips and fraud cases and elevate all irregularities in accounts to the attention of the TL.
• Develop an assertive approach to resolve customer queries.
• Propose settlement negotiations to recover delinquent balances (these accounts should be seriously delinquent).
• Update latest contact details of customer in Finn1 and raise regular maintenance to facilitate customer requirements (billing changes, SI changes, reversals, etc.).
• Attend the team meeting and regularly highlight problems with solutions encountered during routine collections.
• Resolve difficult/complex cases forwarded by the collection officer.
• Achieve the performance targets communicated by the TL.
• Work on reports and debit accounts as and when required.
• Mentor new joiners and provide on‑the‑job training.
• Circulate MIS related to team activities.

Knowledge, Skills and Experience

• Minimum graduate with 2–3 years of work experience.
• Product knowledge.
• Experienced with Banksys, Osoolsys, Select.
• PC literate.
• Excellent verbal and written communication skills.
• All collectors will undergo training prior to joining the production floor—covering negotiation, Finn1, etc.