Credit Control Assistant Manager
Emirates NBD
Total years of experience :17 years, 9 Months
- Responsible for over-sighting the credit underwriting decisions of the Retail Assets Products also responsible for tracking of Audit closures an ensure continual monitoring of corrective actions are in place to avoid resurface of audit comments.
- Strategize the appropriate sampling of customers and ensure that minimum of set percentage of sample the new booking and account maintenance reviewed across all products.
- Key contact point on Reschedule Process and handling of SAMA complaints related to Rescheduling.
- Review all exception approved and ensures this is in line with policy. Also collate in excel all exceptions they review to check exception performance subsequently by Portfolio Management Unit. Also involve in the new system enhancement.
- Reporting of Productivity and Performance of Credit Control Unit shared on monthly basis with relevant stake holders.
- Handling back office operations for Auto Leasing product portfolio (+80K) of active products.
- Work as Level 1 support for 11 service centers.
- Responsible for customers escalations/complaints/issues.
- Established Autolease Support unit to provide on spot support either by email or Hotline for ANB Banking branches (Kingdom Wide).
- Managing a team of 4 support executives who handles internal and External complaints received via CRM or SAMA cares.
- Process re-engineering for post loan closure services (Restriction, Spare Key, Ownership transfer) to expedite processing.
- Providing traffic services using TAMM system. This includes (International/Local ATD, Car Registration Renewal, Actual driver .. etc).
- Monitoring TAMM reports on monthly basis to ensure all service centers are providing services in line with the bank policy and procedures.
- Enhanced a service dashboard with many KPI’s to ensure a high quality service is provided throughout our service centers.
- In charge of Spare Keys inventory control and distribution to all service centers.
- Responsible for ANB Clients third party claims.
Advise and educate individuals on acquiring and managing debt. Provide guidance in determining the best type of loan and explaining loan requirements or restrictions. Help develop debt management plans, advise on credit issues, and provide budget, risk, and bankruptcy counseling in conformance with the Bank’s credit policies and SAMA regulations.
Duties:
- Ensure Smooth implementation of new products/enhancements.
- Monitor and track all system issues with Samba Command Centre.
- Prepare monthly reports on projects progress and system issues.
- Effectively manage relationship with the bank’s business key stakeholders, technology division and external vendors.
- Ensure smooth running of all Consumer Loans and Credit Cards systems.
- Conducting User Acceptance Testing (UAT) when and if required for the major projects and the minor ones as well.
- Responsible for setting up/revising the Personal Finance legal documents through letters module.
- Involved in Personal Finance manual recoveries, reversals and settlements based on concerned business team request.
- Perform the initial investigation of Production issues faced by Branch Banking users, Sales Executives ..etc
- Setting up the system parameters post projects implementation and whenever required.
- User management across the CAB different screens such as (Inquiry, Printing contracts, Rate Change, Funding Limits, Credit Bureau .. etc)
- Helping CAB (Consumer Assets Business) in creation of new screens by providing required system parameters, user manuals.
- Addressing Alfursan/Mobily co-branded credit cards complaints.
- Managing files transfer process between SAMBA and its partners (Mobily & Saudia).
- Uploading Ad-hoc files to FDI system.
- Execution of Personal Finance & Mortgages quarterly statements.
- Training arrangements, cleanup activities, semiannual ID review for CAB Products/Systems.
- Responsible for Consumers E-banking systems (SAMBA Online/ Samba Capital).
- Samba Mobile Applications support.
- Phone Banking Applications support and defect/issues Escalation.
Duties:
- SAMBA ATM's monitoring and faults escalation.
- POS related claims/inquires.
- Monitoring ATM's down time & service level.
- Regular record keeping for each ATM down time along with the exact reason of down time.
- Well difined process to keep updated and current list of each respective ATM custodian and his contact number.
- Allocation of unique authorization Code for each approved transaction.
- Consistent system monitoring process.
- Refer the suspicious case to RMU.
- Issuing replacement credit cards through VISA / MasterCard international.
- Handling authorization cancellation requested from other banks for samba customers.
