Job Description

Key KPIs

• Recovery rate / Cash collection vs target
• Agency productivity & efficiency
• Settlement turnaround time
• Compliance & audit adherence
• Portfolio resolution rate

Skills & Competencies

• Strong understanding of collections & recovery lifecycle for Credit & Personal loan products
• Analytical skills (MIS, performance tracking)
• Negotiation & decision-making
• Stakeholder / vendor management
• Knowledge of UAE banking regulations

Experience & Qualification

• 1-5 years in collections/recovery (banking/NBFC/agency)
• Experience in handling outsourced recovery vendors
• Graduate in Finance / Business (MBA preferred)

Responsibilities

Key Responsibilities

1. Agency Management & Allocation

• Allocate delinquent accounts to recovery agencies as per bucket strategy.
• Monitor agency performance vs allocated portfolios.

Facilitate account transfers, reallocations, and closures with proper approvals.

2. Recovery & Settlement Handling

• Review and process settlement proposals within delegation authority.
• Coordinate with internal teams for approvals (legal, risk, MIS).
• Ensure proper documentation and tracking of recovery cases.

3. Performance Monitoring & MIS

• Track recovery performance (daily / MTD / agency-wise).
• Provide MIS reports and dashboards to management.
• Support incentive calculations and validation for agencies.

4. Compliance & Process Adherence

• Ensure agencies follow bank policies, code of conduct, and regulatory guidelines.
• Monitor recorded calls / audit compliance where applicable.
• Escalate any policy breaches or exceptions.

5. Customer Resolution Support

• Support escalated customer requests related to settlements or restructuring.
• Assist in resolution of complaints raised via agencies.
• Ensure proper documentation of customer interactions.

6. Coordination with Internal Teams

• Work closely with:
  • Collections & Recovery teams
  • Legal & Risk
  • MIS / Analytics

Ensure seamless communication between bank and agencies.

About Us

About Us:

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB:

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization

Career Development:

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

Our Values:

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.