Collection Officer

Role Overview

You will be responsible for recovering outstanding balances on assigned customer accounts while preserving long-term client relationships. Working from our Ajman head office, you will engage directly with customers via phone and written correspondence to resolve overdue payments, negotiate feasible repayment arrangements, and escalate cases that require further action. Your efforts directly reduce portfolio risk and help maintain the financial health of the lending operation.

Key Responsibilities

• Contact customers with overdue accounts to identify reasons for non-payment and obtain clear commitments to settle outstanding amounts.
• Negotiate mutually acceptable repayment plans, ensuring that agreed terms align with internal credit policies and regulatory guidelines.
• Maintain accurate and up-to-date records of all collection activities, payment promises, and follow-up actions in the company’s collection system.
• Monitor account statuses and proactively follow up on missed instalments or broken agreements to prevent further delinquency.
• Work with internal teams such as risk, legal, and customer service to resolve disputes or issues that may be blocking payment.
• Prepare periodic reports on collection performance, recovery rates, and ageing of accounts for management review.
• Handle inbound calls and correspondence from customers requesting payment extensions, statement copies, or account clarifications.
• Identify and recommend accounts for write-off, third-party collection, or legal action when all other recovery options have been exhausted.

Requirements & Qualifications

• At least 2–3 years of direct experience working in a collection role within a bank or financial institution.
• Demonstrated ability to manage a portfolio of assigned accounts and consistently meet monthly recovery targets.
• Excellent verbal and written communication skills in English; proficiency in Arabic is a strong advantage for customer interactions.
• Strong negotiation and persuasion skills, with the capacity to remain professional and composed when dealing with difficult situations.
• Familiarity with banking collection systems, CRM tools, and basic MS Office applications such as Excel and Outlook.
• Understanding of local lending regulations and ethical debt collection practices within the UAE.
• High attention to detail and the ability to maintain accurate documentation of every customer interaction.
• A bachelor’s degree in finance, business, or a related field is preferred but not mandatory if experience is substantial.