✨ AI Summary
The Agency Supervisor - Recovery role at Abu Dhabi Islamic Bank (ADIB) in Dubai is responsible for managing external collection agencies. This involves monitoring and coaching agency performance, ensuring adherence to customer expectations and ADIB standards, and developing associates to achieve optimal results. The role also requires resolving customer complaints, guiding customers on financial management, and ensuring timely updates in the collections system. Key accountabilities include timely agency visits, documentation of work, and adherence to Standard Operating Procedures (SOPs) and the ADIB Code of Conduct. Specialist skills required include knowledge of market trends, legal systems, regulations, business acumen, and strong communication, analytical, and collection skills.
Requirements
Manage external collection agencies, monitoring and coaching daily workflow and performance. Ensure customer communications adhere to expectations. Motivate, coach, and develop associates to achieve optimal performance. Resolve customer complaints in a timely manner. Conduct regular performance reviews. Ensure agencies visit within agreed TAT and follow ADIB standards. Guide and support customers on managing finances and payments. Update accounts in the collections work system. Share customer/work data with agencies. Perform tasks as per SOP. Resolve customer complaints within TAT. Meet and resolve walk-in customer issues. Adhere to ADIB's and Collection Unit Code of Conduct and policies. Review and provide feedback for TOP 20 accounts. Requires knowledge of market and industry trends, legal system, regulations, statutory requirements, legal recovery techniques, strong business acumen, communication, analytical, and collection skills.
Description
JOB DESCRIPTIONRole : Agency Supervisor - RecoveryLocation : DubaiRole Purpose:Agency Supervisor is responsible to manage the external collection agencies which monitoring and coaching on daily workflow and performance. Agency Supervisor ensures customer communications, adheres to customer expectations and requirements. Moreover, he is responsible for motivating, coaching and developing associates to achieve optimal performance results and conducting regular performance note. Also resolves customer complaints in timely manner and completes other duties as assigned.Key Accountabilities of the role 1.To ensure that agencies visits are done within the agreed TAT to achieve targets efficiently and same shall be documented to be shared with agency.2.To monitor the agencies performance and ensure that agencies are following standards required by ADIB.3.To conduct regular meetings by phone/visit with team members from agency to review and provide update on the progress, including reconciliation of allocated accounts and actions agreed during last visits.4.All work-related visits/calls made to agency shall be documented over an email to be shared with the stakeholders.5. To guide and support customers as a counsellor to manage there finance /covered card's payments (including other facilities held with bank) along with other services like restructure, reschedule ,re-age etc.6.To ensure that accounts allocated to agencies are timely updated in the collections work system.7.To share customer/work related data with agencies for assigned work as per pre-defined process of Collection Unit.8.To ensure all the tasks assigned shall be performed as per the SOP (approved process manuals).9.To attend, resolve and close all customer complaints within the TAT as per policy.10.Meet the walk-in customers in the Collection Unit and resolve their issues by offering solutions as per policy.11.Always adhere by ADIB's and Collection Unit Code of Conduct and policies.12.To review and provide feedback for TOP 20 accounts.Specialist Skills / Technical Knowledge Required for this role:1. Knowledge of market and industry characteristics and trends2. Knowledge of legal system, regulations, statutory requirements and legal recovery techniques3. Strong business acumen4. Strong communication, analytical , collection skills