Collections Support Officer

SolveCube is an award winning AI enabled Talent Solutions Platform for middle and senior level professionals. SolveCube is working with global consulting firms, mid and large enterprises across Asia Pacific and Middle East to fulfill their talent needs for permanent, short-term, part-time, interim and turnkey assignments.

One of our clients, a respected regional bank is looking to recruit Collections Support Officer to be based in Dubai, UAE.

P.S- Only UAE Nationals will be considered for this role.

JOB TITLE:

Collections Support Officer

DEPARTMENT:

Credit Risk

REPORTING TO:

Manager - Collections Support

Job Purpose

To provide comprehensive administrative and operational support to the Collections department through meticulous management of sensitive documentation, precise monitoring of settlement compliance, professional handling of customer complaints, and strict adherence to regulatory requirements while ensuring the highest standards of accuracy, confidentiality, and customer service.

Principal Accountabilities

Documentation & Control Management:

• Issue and verify settlement and liability/no liability letters.
• Maintain registers and approval hierarchies for settlement tracking.
• Monitor settlement schedules and escalate breaches as necessary.
• Manage secure filing and audit trails for legal documents.

Settlement Monitoring:

• Track payments against approved terms.
• Maintain post-dated cheque inventory.
• Verify settlement figures, including principal and interest.
• Document delegation matrix compliance.
• Escalate breaches promptly.

Regulatory Compliance & Quality:

• Monitor compliance with consumer protection regulations.
• Track adherence to fair collection practices.
• Assess communication standards.
• Maintain regulatory reporting and compliance training records.
• Conduct systematic call quality reviews and generate reports.

Complaint Management:

• Process complaints within regulatory timeframes.
• Maintain detailed resolution logs.
• Analyze complaint trends and root causes.

Operational Support:

• Execute SMS & Email dunning campaigns.
• Monitor campaign effectiveness.
• Perform credit card reconciliations.
• Monitor early warning indicators.

System Management:

• Ensure data accuracy and integrity in banking systems.
• Monitor user access rights.
• Generate system reports and performance metrics.

Stakeholder Management:

Internal Coordination:

• Support collections team with information.
• Coordinate with legal, IT, and quality departments.

External Communication:

• Handle sensitive inquiries professionally.
• Liaise with external agencies.
• Support audit needs with documentation.

Job Context

Provides critical support to collections by ensuring document accuracy, compliance with regulatory and internal process standards, and managing sensitive customer interactions. Focuses on operational excellence, quality monitoring, and handling complaints with confidentiality and professionalism.

Communication & Working Relationships

• Interacts with collections officers and team leaders.
• Coordinates with internal departments and external agencies.
• Supports audit, legal, and IT teams as needed.

Dimensions of the Job

• Handles high volumes of sensitive documentation and customer queries.
• Responsible for accurate settlement tracking, complaint resolution, and regulatory reporting.
• Maintains comprehensive control and audit standards.

Framework, Boundaries & Decision Making

• Operates within defined guidelines and authority levels.
• Processes documentation and queries in accordance with compliance and regulatory frameworks.
• Makes decisions aligned with policies and standards.

Qualifications

• Bachelor's Degree in Business, Finance, or Banking.
• Advanced Excel and data handling skills.
• Strong communication and interpersonal skills.
• Preferred certifications in:
• Banking Operations
• Consumer Protection Regulations
• Quality Assurance

Experience

• 2-3 years in banking operations.
• Experience in customer service and quality monitoring.
• Understanding of banking regulations and collections processes.

Skills

• Strong documentation management.
• Proficiency in banking systems.
• Expertise in process control and quality monitoring.
• Data analysis and reporting capabilities.

Competencies

• Exceptional attention to detail.
• High ethical standards.
• Excellent communication and time management.
• Strong analytical and problem-solving abilities.
• High level of discretion and professionalism.