Customer Service Representative-Collection | Kuwait

Job Position: Customer Service Representative-Collection
Job Description: Gulf Bank – Kuwait – GB1893 – Customer Service Representative-Collection Business Unit: Support Groups Division: Collections Department: Consumer Collections Contract Type: Full Time Area/Branches: Head Office Closing Date: 31-Mar-2018 About Gulf Bank Gulf Bank was established in 1960 and has since progressed to becoming an industry-leading financial services provider complemented by a large network of 55 branches strategically positioned in key locations across Kuwait. The main groups of the Bank are Consumer Banking, Corporate Banking, International Banking and Treasury. Job Purpose: To manage an allocation of delinquent loans and credit cards to maximize account performance while providing a superior customer service Accountabilities: Collections Manage segments of delinquent accounts in accordance with agreed risk based priorities Contact customers using call scripts and negotiate acceptable payment solution Tactical use of account holds and deductions to support restoring delinquent accounts to a regular status Review account allocation daily and plan activity to ensure it is aligned to customer salary credit dates Manage inbound call volumes and ensure positive outcomes are achieved Customers All negotiations to be conducted with fairness and professionalism All payment solutions should be reasonable for both Bank and customer, and be reflective of financial circumstances Embrace all aspects of call quality process when engaging with customers Systems Update collections system with all activity and outcomes Use call recording systems for all outbound/inbound call traffic Review all customer account systems to identify if monies available to correct a delinquent account Reports Review collection rate reports daily, plan to ensure performance targets are achieved Maintain telephone activity reports Corporate governance & compliance Risk policies and procedures All compliance regulations, particularly KD120 cost life allowance AML…see more details

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