Collections Officer

The Collections Officer is responsible for managing delinquent customer accounts and ensuring the timely recovery of outstanding payments while maintaining professional, respectful, and solution-oriented customer relationships.

The role involves proactively monitoring overdue accounts, contacting customers through approved communication channels, and negotiating sustainable repayment plans in line with company policies and regulatory requirements.

The officer evaluates customers’ financial situations, identifies root causes of delinquency, and determines appropriate collection strategies, including restructuring, settlements, or escalation of complex or high-risk cases when necessary.

A key aspect of the role is providing debt counseling to customers experiencing financial difficulties.

This includes guiding customers on repayment options, increasing awareness of financial obligations, and proposing realistic and sustainable payment plans that balance customer affordability with the organization’s recovery objectives.

The Collections Officer is expected to demonstrate empathy, professionalism, and strong negotiation skills while ensuring ethical collection practices.

The role requires strict adherence to Consumer Protection Regulations (CPR), Market Conduct standards, and Central Bank regulations, including those issued by Central Bank of the UAE, as well as all applicable laws related to debt collection, data privacy, and customer rights.