Agency Supervisor - Recovery

Responsibilities

• Manage external collection agencies, monitoring and coaching on daily workflow and performance
• Ensure customer communications adhere to expectations and requirements
• Motivate, coach, and develop associates to achieve optimal performance results
• Ensure agency visits are completed within agreed TAT and documented
• Monitor agency performance against ADIB standards
• Conduct regular meetings with agency team members to review progress and reconcile accounts
• Guide and support customers as a counselor to manage finances, including restructuring and rescheduling payments
• Ensure accounts allocated to agencies are updated timely in the collections system
• Resolve and close customer complaints within the policy TAT
• Meet walk-in customers in the Collection Unit to offer solutions per policy

Requirements

• Knowledge of market and industry characteristics and trends
• Knowledge of legal system, regulations, statutory requirements, and legal recovery techniques
• Strong business acumen
• Strong communication, analytical, and collection skills