Collections Specialist

Roles and Responsibilities

• Responsible for proactively managing customer relations to ensure smooth collection of outstanding debts owed to the company and decrease number of defaults.

• Provide support in the legal processes to efficiently manage case escalations and negotiations in line with relevant internal Aldar policies.

• Develop and maintain a tracking system of incoming and late payments.

• Monitor late payments and initiate late payment notices to relevant parties.

• Inform customers of their payment status and timelines for repayment.

• Update and review all customer cases and accounts to keep records of payments up-to-date.

• Actively participate in customer case resolution across all stages from milestone collection to handover of property by understanding customer needs.

• Negotiate repayment and financial plans as needed.

• Be persistent in calling and contacting customers for settlements.

• Address questions, complaints, or suggestions.

• Follow up on legal payment notices; represent the company when legal action is needed whilst observing internal policies.

• Monitor and resolve financial discrepancies when needed.

• Translate large amounts of numbers and financial information, negotiate tactfully, and persistently contact people of interest to collect the value owed or negotiated based on internal approvals.

• Suggest and submit best solutions in line with approved Customer Care Committee Matrix.

• Comply with internal targets and support departmental objectives to achieve KPIs in targeted timelines.

Key Result Areas

• Customer Satisfaction Index (via Survey).

• Smooth CRM operations at all times.

• Compliance with all policies, systems, processes, and procedures.

• Effectiveness in resolving customer complaints.

Working Conditions

Regular working hours, office-based.

Desired Candidate Profile

RELATED YEAR OF EXPERIENCE

Min of: 4+ years of experience in customer service, sales, and collection in a construction/real estate/banking industry.

YOE IN MANAGERIAL POSITION

Min of: N/A

SECTOR EXPERIENCE

• Real estate sector/banking.

TECHNICAL AND INTERPERSONAL SKILLS

• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel); working knowledge of databases or financial software a plus.

• Able to multitask, prioritize, and manage time efficiently.

• Self-motivated and self-directed; able to work without supervision.

• Excellent verbal and written communication skills.

• Able to create trust and build relationships.

• Able to analyze problems and strategize for better solutions.

• Analytical approach with good numerical skills and understanding of statistical analysis.

• Logical thinking & problem solving.

QUALIFICATION

• Bachelor’s degree in Finance or related field.