Heba Ahmed

Dec 2005 -Till NOW Collection Supervisor Citibank

Position
Supervise a team of collections officers & (External agencies) in recovering payments from seriously delinquent accounts and others that have been written off.

Management of Relationships with clients
- Handle high volume service calls
- Handle difficult customer's inquiries, complaints and disputes with the aim of resolving and reducing complaints

Planning
Forecast work volume and assign accounts to collectors while monitoring the overall & the agency performance via MIS projections.

Special Activity
- Monitor and Maximize collectors performance
- Calculate monthly incentive for collectors

Problem accounts
-Review referred accounts to provide further guidance and special
instructions on difficult cases.
-Review and refer possible problematic accounts to collection agencies
-Negotiate installment plans with customers and authorize third
parties to establish equitable repayment terms.

Process
- Approve assignment of problematic accounts to the collection Bureau, coordinate with them for appropriate actions on assigned accounts, and monitor their performance.
- Follow with all agencies coordinator their work & make sure from that their entire problem is solved.
- Monitor collection Bureau's performance on accounts sent for legal action.
- Providing high quality training and development
- Coordinate with attorney in the execution of judgment.
- Responsible for recovering write-off accounts.
- Issuing settlements letters for the customers who finalized theirs dues
- Setting up the agency process and putting into action
- Setting Agency Capacity Plan
- Forecasting Net Credit Loss
- Reviewing Fraud and Skip cases
- Referring the delinquent accounts to the third parties agencies
- Calculating the amount collected by the agencies and set their expense claims on a monthly basis .
- Follow Payments sheets that was sent by agencies & make sure from that all account numbers are correct & their amounts as well

PRINCIPLE RESPONSIBILITIES:
Collection Process
-Track portfolio quality/performance and report on unusual trends
-Make recommendations for changing parameters and refine existing
policies and procedures to improve efficiency, cost effectiveness and
portfolio quality/performance.

Special Activity
- Monitor and Maximize collectors performance
- Maximize skip tracing performance to minimize the dead beat exposure
- Calculate monthly incentive for collectors

System user interface with :
Assist Collection Manager in managing the effectiveness of CACS and interfacing systems and regularly reviewing and enhancing systems to cope with collection strategies and environmental changes

Strategy:
Identify potential loss accounts and charge off.
Monitor collection Bureau's performance on accounts sent for legal action.
Providing high quality training and development
Coordinate with attorney in the execution of judgment.
Responsible for handling & recovering written off accounts.
Responsible for rotating write-off accounts among agencies.
Setting up the agency process and putting into action.
Setting Agency Capacity Plan.
Forecasting Net Credit Loss.
Reviewing Fraud and Skip cases.
Issuing settlements letters for the customers who finalized theirs dues.
Referring the delinquent accounts to the third parties agencies.
Closing the solved accounts from the agencies & turn back to the bank
Calculating the amount collected by the agencies.

Dec 2005 -Till Now Citibank
As a Collector / Operation Officer / Customer service / Customer Care / Greater / Collection Supervisor (Cairo / Alex)
Working in Customer Service / Customer Care Dep.
Working in Operation Dep.
Working in Collection Dep.

Jan 2008 - Mar 2008 MIS / Operation Officer
(Cairo / Alex)
Operation Officer:
Releasing and breaking TDs (Time deposits) and SSCs (Special saving certification) for customers.
Generating daily MIS reports, tracking the collection performance for Credit Cards, Personal Loans, and Auto Loans.

Management Information System (MIS) analysis:
Generating daily MIS reports, tracking the collection performance for Credit Cards, Personal Loans, and Auto Loans.
Maintenance and generating daily / monthly collections’ global MIS reports.
Generating, testing, and enhancing the collector’s performance indicator key (PIK).
Continuously enhancing reporting process and quality.
Providing the needed collections’ MIS figures to different units along with the credit policy.
Responding on daily / monthly various requests for the units’ supervisors, senior managers, and the country collection manager.
Processing all reports with monarch application.
Export the data to M.S Excel worksheet by using functions and formulas or M.S Access program and editing in SQL language.
Create methods to gain any data will be request from me and use it.
Manage 35 reports daily, otherwise cycles, weekly and monthly reports.
Recently, working on, and assuring the correct removal for the CBE accounts along with the CBE coordinator, and the cards collection agency supervisor.


Jul 2007 - Dec 2007 Senior Cards collection / Customer
Service / Greeter Officer
Senior Collection Officer:
Collect from the customer who has the over limit on his credit cards.
Collect from the customer who didn't pay the total due in his balance.
Charge the costumer who didn't want to pay the total due in his balance with a late charge fees.

Customer Service Representative:
Learned dealing with customers’ requests and taking their complaints effectively
To be solved and taking the suitable decision after having behavioral & process courses.
Telemarketing department, where I learned presenting TE Services and products and preparing outbound call scripts


Greeter
Working as an Authorized Representative for Citibank in Collection Department as a Greeter for the branch responsible for handling the customers and solving the problems and issues related to collection in all the products and responsible for making deals with Write Off cases and revising with supervisors in all products.
Worked also as a representative for both collection Agencies (loans, Cards).
Customer Service Oriented in Collection Department (Responsible about Personal Loans, Auto Loans, Credit cards)