Officer- (Product Personal loan)
RAK BANK
Total years of experience :11 years, 2 Months
• Supervising a team of 15 people from bucket 1 to bucket 4+.
• Handling all the personal loan accounts which have been offered a settlement plan and are delinquent.
• Providing solutions to customers having issues in closing their loans.
• Submit a daily action plan to my superiors about tasks & duties requested from the internal team.
• Ensuring compliance with BANK channel of communications.
• Creating excitement, energy & a competitive environment within the team.
• Ensure implementing all measure of protecting the information security of the operations.
• Generating necessary reports for my superiors & clients outlining daily & monthly results.
• Maintaining excellent work relationship with the clients.
• Ensuring that all customer's queries, complaints & suggestions are handled effectively.
• Assist the management in updating accounts with any new collection, whether internally or through the external lawyers/ collection agencies.
• Acting and carrying out major responsibilities of Manager in their absence
• Ensuring accuracy of all payments made by team members and ensuring integrity of accounts in preserved.
• Sharpening my skills and updating my knowledge in the latest development in professional practices related to the business
• Monitoring personal loan recoveries for delinquent accounts from 1 to 90 days
• Ensuring recovery process compliance with UAE laws and objectives align with division/department strategy
• Establishing performance goals and priorities for team
• Providing weekly productivity reports and status updates to management
• Communicating with other departments to resolve problems and expedite work
• Interpreting and communicating work procedures and company policies to staff
• Participating in calls with clients. Handling and reporting results of escalation calls
• Responsible for the management of all employees in the department including staffing, scheduling, compensation, performance management, training and development
• Assisting and supporting Customers facing financial crisis by providing feasible solutions
• Assisting and providing backup for the Team Manager.
• Meeting Customer with team member and assisting the Loan Restructuring Documentation
• Managing team of 15 associates at Agency in their day to day standard work, staff development and improvement activities.
• Working closely with 3rd party agencies for credit card recoveries from delinquent buckets.
• Reporting and tracking performance of team at individual level.
• Validating and processing all agency invoices
• Leading daily management and process improvement events to achieve and sustain departmental goals while constantly looking to improve performance.
• Organizing and supervising activities of agency staff to include scheduling and monitoring work flow and reviewing performance
• Training employees, managing workloads and appraising performance
• Identifying procedure gaps and developing standard work to ensure compliance with policy and procedures
• Handled anywhere between 150 - 250 calls daily
• Assisted Customers over the phone via 3rd party, to resolve and negotiate repayments
• Utilized multi system to perform due diligences and skip tracing
• Followed UAE Labor law and Guidelines in compliance Bank policy.
• Gathered information and prepared statistical / narrative reports using Microsoft Excel.
• Helped customers restructuring their loan by giving them an estimated financials
• Collected payments for 30-120+ days past due.
• Advised customers on necessary actions and strategies for debt repayment.
have knowledge in : Financial Accounting Cost Accounting Financial Accounting Accounting firms Inventory Tdeghiv accounts Budget