Payment Support Senior Admin

Classification: Internal Job Description

1. Job Details

Job Title: Administrator- Payment Support

Job Code Number:

Reporting to: Manager- Collections and Payment Support

Entity: DHRE

Date of Preparation:

Date of Revision: 06 March 2025

Division: Commercial

Department: Receivable Management

Location: Dubai, UAE

2. Job Purpose

The job holder will support with payment-related inquiries, ensuring accurate and timely responses to clients and internal stakeholders.

3. Key Accountabilities:

1. Address payment-related inquiries from clients—both internal and external—via various channels (email, phone, chat, etc.), ensuring a positive experience and maintaining high customer satisfaction.
2. Monitor payment discrepancies or issues, collaborating with relevant departments to ensure accurate resolutions.
3. Offer clear and concise explanations of payment processes, policies, and procedures to clients and colleagues, facilitating efficient decision-making.
4. Reconcile payment records by working with Finance and Accounting teams to ensure accurate financial reporting and data integrity.
5. Identify opportunities to improve the payment inquiry process, proposing enhancements to streamline workflows and boost customer satisfaction.
6. Maintain a comprehensive understanding of the company's products, services, and pricing to effectively handle payment-related questions.
7. Escalate complex payment issues to senior management when necessary to ensure timely and appropriate resolutions.
8. Document and update payment-related interactions in the CRM system, ensuring organized records for easy retrieval of information.
9. Stay informed about industry trends and best practices in payment processing and customer service.
10. Prepare Master Community Service Charge Waivers and process comfort letters or Sales Purchase Agreement (SPA) waivers in accordance with approved processes and Delegation of Authority (DOA), if applicable.
11. Collaborate with the legal team on matters related to Loss Prevention Fund (LPF) cases, final settlements, and buyouts.
12. Keep up to date with industry regulations and best practices concerning payments and customer care to ensure compliance and high-quality service delivery.

5. Key Performance Indicators

1. Response Time for Queries
2. Client Satisfaction Level
3. Documentation and Record Maintenance

6. Key Interactions

Internal: DH and its vertical employees and departments

External: Consultants / Industry Peers/Bodies / Land Department/ RERA/ Regulatory bodies/ Clients

7. Qualifications, Experiences, Skills

Minimum Qualifications and Knowledge:

1. High school diploma or equivalent qualification; bachelor’s degree in finance/ accounting- preferred
2. In-depth knowledge of real estate industry payment practices and procedures

Minimum Experience (number of years):

1. 2-3 years’ experience in similar role; real estate experience preferred

Job Specific Skills:

1. Proficient in the MS Office suite, especially MS Excel; familiarity with relevant accounting software or systems is preferred.
2. Strong verbal and written communication skills.
3. Customer-focused mindset.
4. Detail-oriented and a collaborative team player.
5. Exceptional time management abilities.
6. Skilled in relationship building.
7. Capable of multitasking and meeting deadlines.
8. Ability to prioritize collection efforts based on the urgency of outstanding payments.
9. Strong analytical and problem-solving skills for tackling complex payment-related issues.

Core Competencies:

1. Execution & Delivery: Result oriented, ensures operational excellence in areas of responsibility and delivers best results. Takes active ownership of problems and provides timely and result-focused solutions. Remains outcome-driven.
2. Accountability: Take ownership of responsibility and be responsible for the consequences of work output.
3. Team Work & Collaboration: Fosters a culture of trust, collaboration and support. Works collaboratively both within one’s own function and across functions to achieve Dubai Properties goals.
4. Effective Communication: Communicates clearly and effectively (both verbal and written). Communicates timely and responsively. Seeks feedback and provides feedback. Encourages open discussion and dialogue.
5. Innovation: Drives self and encourages others to actively look beyond boundaries for new insights and opportunities for success.
6. Customer Service Orientation: Develop and maintain strong external and internal customer relationships by identifying and anticipating customer needs and responding to them by maintaining long-term relationships.

Note: Statements in this role profile are intended to reflect, in general, the duties and responsibilities of the position, but are not to be interpreted as totally inclusive.