Recovery Officer (Mashreq Global Network)

Job Purpose

•    Review, analyze and follow up on the charged off cases allocated with the objective of maximizing recoveries from each case and assist the customer to settle their overdue/unpaid liabilities.
•    Ensure that due process is followed during follow up and customer are treated fairly and always with due respect.

Key Result Areas

•    Analyze and assess customer’s repayment problems and convince customer to prioritize repayment to Mashreq to achieve the assigned recovery targets.
•    Ensure that all leads are followed up to establish contact with customers and engage with them and work with them to help them amicably settle their outstanding liabilities and ensuring that the minimum call targets set for the day are achieved.
•    Review accounts and propose settlements as per the approved process and delegation matrix for appropriate approvals.
•    All customer interaction/communication must be done using approved formats, approved media and recorded lines and official/ designated mail IDs.
•    All customer calls must be made from assigned recorded lines and customer interactions updated on the collection system.
•    Ensure adequate follow up on settlement agreements to ensure customer adhere to approved agreements and account settled. 
•    Ensure adequate use of MIS reports to assist in improving recoveries.
•    Ensure that once accounts are settled, they are closed, and any legal case released, and clearance letters are issued in a timely manner.
•    Provide high quality service to internal and external customers to achieve customer satisfaction and experience. 
•    Ensure that all customer queries/complaints are responded/addressed in a timely manner and customer are always treated with respect, ensuring adherence to Customer Contact Guidelines. 
•    Any difficult queries /issues must be highlighted to the Team Leader to review and assist in having them addressed.
•    Ensure awareness of the relevant CPR guidelines and ensure adherence to the same as appropriate
•    To ensure that customer information is always treated as confidential during follow up.

Knowledge, Skills and Experience
•    The position requires a minimum experience of 3 years in banking, or another similar field incorporating continuous customer engagement and dealing with target-oriented roles.
•    The job holder should possess good knowledge of business products and prevailing legal laws with high level of negotiation skills and communications. 
•    Should be able to work under pressure and is also required to be customer focused.

• Analyze and assess customer’s repayment problems and convince customer to prioritize repayment to Mashreq to achieve the assigned recovery targets.
• Ensure that all leads are followed up to establish contact with customers and engage with them and work with them to help them amicably settle their outstanding liabilities and ensuring that the minimum call targets set for the day are achieved.
• Review accounts and propose settlements as per the approved process and delegation matrix for appropriate approvals.
• All customer interaction/communication must be done using approved formats, approved media and recorded lines and official/ designated mail IDs.
• All customer calls must be made from assigned recorded lines and customer interactions updated on the collection system.
• Ensure adequate follow up on settlement agreements to ensure customer adhere to approved agreements and account settled. 
• Ensure adequate use of MIS reports to assist in improving recoveries.
• Ensure that once accounts are settled, they are closed, and any legal case released, and clearance letters are issued in a timely manner.
• Provide high quality service to internal and external customers to achieve customer satisfaction and experience. 
• Ensure that all customer queries/complaints are responded/addressed in a timely manner and customer are always treated with respect, ensuring adherence to Customer Contact Guidelines. 
• Any difficult queries /issues must be highlighted to the Team Leader to review and assist in having them addressed.
• Ensure awareness of the relevant CPR guidelines and ensure adherence to the same as appropriate
• To ensure that customer information is always treated as confidential during follow up.
• The collections and recovery teams are centralized as CCRD.
• The job holder should be able to trace, contact and deal with defaulting customers and ensure the maximum recovery possible from them.
• The job holder should be able to leverage relationships and information available with authorities to contact defaulting customers and work towards helping them settle their liabilities or ensure that appropriate actions are taken as set out by the prevalent process.
• The job holder is required to work effectively as part of the team and not only towards meeting their own goals but also work towards assisting and meeting the team’s goals.
• The job holder has no credit authority such as approving write-offs or settlement arrangements that may be made with the customer. The job holder will need to seek the appropriate approvals to do so based on the ADM in force.
• The job holder must engage with defaulting customers and try to solve their payment problems by working with the customer to arrive at an amicable solution or recommending the account for the necessary action/ escalation
•  The Recovery Officer reports to the Recoveries Team Leader who in turn reports to the Recovery Manager/ Head of Recoveries. 
   

• The job holder is required to work towards settling the customer’s liability and manage the customer relationship.
• The job holder should be able to trace, contact and deal with defaulting customers and ensure the maximum recovery possible from them.
• The job holder must engage with defaulting customers and try to solve their payment problems by working with the customer to arrive at an amicable solution or recommending the account for the necessary action/ escalation
• The position requires a minimum experience of 3 years in banking, or another similar field incorporating continuous customer engagement and dealing with target-oriented roles.
• The job holder should possess good knowledge of business products and prevailing legal laws with high level of negotiation skills and communications. 
• Should be able to work under pressure and is also required to be customer focused.