Review and analyze the assigned delinquent accounts with the objective of improving the repayment and recovery potential and thus ensure that annual recovery targets and KPI are met.

• Analyze and assess customer’s repayment problems and convince customer to prioritize repayment to Mashreq to achieve the assigned recovery targets.
• Ensure that all leads are followed up to establish contact with customers and engage with them and work with them to help them amicably settle their outstanding liabilities and ensuring that the minimum call targets set for the day are achieved.
• Review accounts and propose settlements as per the approved process and delegation matrix and seek formal approval.
• All customer interaction/communication must be done using approved formats, approved media and recorded lines and official/ designated mail IDs.
• All customer calls must be made from assigned recorded lines and all  interactions recorded in the Collection System,
• Ensure adequate follow up on settlement agreements to ensure customer adhere to approved agreements and account settled. 
• Ensure adequate use of MIS reports to assist in improving recoveries.
• Ensure that once accounts are settled, the accounts are closed, and all legal case released, and clearance letters are issued in a timely manner.
• Provide high quality service to internal and external customers to achieve customer satisfaction and experience. 
• Ensure that all customer queries/complaints are responded/addressed in a timely manner and customer are always treated with respect, ensuring adherence to the Customer Contact Guidelines. Any difficult queries /issues must be highlighted to the Team Leader to review and assist in having them addressed.
• Ensure awareness of the relevant CPR guidelines and ensure adherence to the same as appropriate
• To ensure that customer information is always treated as confidential during follow up.
• Ensure that they mentor and act as buddy to new joiners and assist them in training, negotiation and being aware of policies and procedures of CCRD.
• A major challenge for the job holder is to trace, contact and deal with defaulting customers and ensure the maximum recovery possible from them.
• The job holder is required to work effectively as part of the team and not only towards meeting their own goals but also work towards assisting and meeting the team’s goals.
• The job holder should be able to leverage relationships and information available with authorities to contact defaulting customers and work towards helping them settle their liabilities or ensure that appropriate actions are taken as set out by the prevalent process.

• The position requires a minimum experience of 4-6 years in banking, or another similar field incorporating continuous customer engagement and dealing with target-oriented roles.
• The job holder is required to work towards settling the customer’s liability and manage the customer relationship.
• The job holder is also required to assist other team members especially new joiners with negotiations and helping them learn how to trace/contact customers.
• The job holder will work to set up settlement arrangements that may be made with the customer. The job holder will need to seek the appropriate approvals to do so based on the ADM in force.
• The job holder should possess good knowledge of business products and prevailing legal laws with high level of negotiation skills and communications. 
• Should be able to work under pressure and is also required to be customer focused.