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Retail Collections Officer

Date: Jul 17, 2021

Location: Al Asimah, Kuwait

Company: AL AHLI BANK OF KUWAIT

Reports To

Manager Collections

Job Purpose

Handle collections work and optimise recoveries

Generic Accountabilities

Generic Accountabilities are not specified for this role

Specific Accountabilities

  1. Collections (Tele-calling): Review customer delinquency categories on loans and credit cards, identifying priorities and scheduling activity
  2. Monitoring: Monitor collector allocations and telephone contact levels to ensure activity is appropriate
  3. Devise and implement innovative contact techniques to maximize customer contacts
  4. Queries: Handle escalated / sensitive calls and implement an appropriate solution and apply intensity to non-performing assets segments to ensure they are restored to a regular position
  5. Service quality Deliver excellence in collection call quality and manage complaints and complex customer enquiries
  6. Customer management Ensure effective customer relationship management while being persuasive in collecting the money as well as to ensure customers are treated sensitively and appropriately to their financial profile
  7. Vendor Management Coordinate with external service providers and ensure they have required information
  8. Reports Produce and distribute daily collection reports, weekly collections forecasts, understanding and resolving variance against plan
  9. Database management Manage databases covering collections activities and ensure documentation is maintained and is accessible

Education

Diploma Degree or Equivalent Certification/Experience in Finance

Experience

  • Minimum 3 years banking or collections experience
  • Systems experience
  • Customer facing experience
  • Third party relationship management

Skills

  • Service quality
  • Systems
  • Database management
  • Consumer legislation
  • CBK retail legislation

Work Contact

Internal Stakeholders: Branch network, Operations

External Stakeholders: ABK Customers 

Competencies

Continuous Learning
Continuous Improvement
Leveraging Feedback
Quality Orientation
Earning Trust
Communication
Applied Learning
Managing Work