Collection Agency Coordinator
CIB Egypt
Total years of experience :8 years, 5 Months
Responsibilities Include:
· Responsible for managing GCL accounts with three agencies with at least 15 collector s( Cairo, Delta)
· Following up with the Agency’s supervisor and collectors on a daily basis and review with them all accounts.
· Handling some problematic accounts that the vendor failed to reach meddle point with the customer.
· Field visitation to all agency offices during the month to be more close to the office and control the code of conduct and the workmanship.
· Handling any problem with customers and communicating with our department to solve their problems.
In-house Team (credit card, Auto & personal loans)
Responsibilities Include:
· Collecting payments from delinquent accounts in order to reduce delinquency rates and managing net credit losses within plan.
· Handling high volume service calls to remind customers of their payments are overdue and to sell them the benefits of paying on time.
· Handling difficult customer’s inquiries, complaints and disputes with the aim of resolving and reducing complaints
Collection Department Tell-Calling team:
Responsibilities Include:
· Responsible for managing portfolio of customers who failed to make their payment on their credit facilities to Citibank .Job included developing strategies to communicate with customers, review of MIS to effectively manage the portfolio, and negotiation / rescheduling of debt customers who were unable to pay.
· Tracking and analyzing monthly flows through rates and meet cycle targets of accounts and effectiveness.
· Provide feedback to collections supervisor on operations and flow of work with ideas for improvement of certain process where appropriate.
· Increase public awareness and educating Customers on timely payments by conducting an average of 150 out-going calls/day, to decrease and minimize the number of defaulted customers by using CRM programs e.g. ACACS, Systematic, etc. 75% of the time the targets were either exceeded or met.
· Responsible for researching the different reasons and causes of disabling customers from paying their dues.
· Assumed extra roles & responsibilities pertaining to the supervisor based on personal initiative for example the task of handling the “nonstarter’s lists”.
· Received an orientation-training program conducted by the following Units: Customer Service, Citi phone, Operations, AFU, and Marketing.
· Analyze and improve productivity, efficiency and effectiveness through benchmarking with historical data by utilizing specially designed reports generated by the MIS function on a daily basis
• Review and recommend modifications to accounting system and procedure
• Develop and document business process and accounting policies maintain and strengthen internal control.
• Assist in preparation of monthly management report.
• Assist with annual external audit.
• Coordinate and resolve various issues with bank.
Bachelor of commerce Accounting