Senior Customer Service Representative - Gulf Bank

To manage an allocation of delinquent loans and credit cards to maximize account performance while providing a superior customer service.

Education / Qualifications:
Diploma in commerce/accounting/finance

Knowledge:
General understanding of Collections activities and practices

Experience:
minimum 1 year in similar role preferred

Generic & Specific Skills:
    Good Communication
    Planning
    Fact  Analysis
    Bilingual in Arabic & English
    Proficient in IT (MS Office & Banking software)

Accountabilities:
Collections
    Manage segments of delinquent accounts in accordance with agreed risk based priorities
    Contact customers using call scripts and negotiate acceptable payment solution
    Tactical use of account holds and deductions to support restoring delinquent accounts to a regular status
    Review account allocation daily and plan activity to ensure it is aligned to customer salary credit dates
    Manage inbound call volumes and ensure positive outcomes are achieved

Customers
    All negotiations to be conducted with fairness and professionalism
    All payment solutions should be reasonable for both Bank and customer, and be reflective of financial circumstances
    Embrace all aspects of call quality process when engaging with customers

Systems
    Update collections system with all activity and outcomes
    Use call recording systems for all outbound/inbound call traffic
    Review all customer account systems to identify if monies available to correct a delinquent account

Reports
    Review collection rate reports daily, plan to ensure performance targets are achieved
    Maintain telephone activity reports

Corporate governance & compliance
    Risk policies and procedures
    All compliance regulations, particularly KD120 cost life allowance
    AML

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