Collection Officer - UAE

The Collection Officer is responsible for leading and optimizing the company’s collections function across all lending and credit products. This role oversees early-stage, mid-stage, and late-stage collections, ensuring regulatory compliance in the UAE, maintaining portfolio health, and improving recovery performance while delivering an excellent customer experience.

Responsibilities:

1.  Collections Strategy & Operations:

●   Develop and implement effective collections strategies for digital lending, RNPL, credit lines, or micro-financing products.

●   Monitor daily, weekly, and monthly collection performance; identify gaps and drive continuous improvement.

●   Manage early-stage (soft collections) and late-stage (hard collections) processes, including skip tracing and field collections where applicable.

●   Manage and oversee relationships with external service providers, including collection agencies and legal firms, to ensure timely follow up and execution of legal actions on defaulting clients in alignment with company policy.

●   Optimize contact strategies across channels (SMS, email, WhatsApp, in-app notifications, …).

2.  Compliance & Risk Management

●   Ensure all collection activities comply with UAE laws and Central Bank of the UAE (CBUAE) regulations.

●   Develop and maintain policies, SOPs, and governance standards for collections.

●   Identify high-risk accounts and recommend escalations, restructures, or settlements based on company guidelines.

3.  Customer Experience & Relationship Management

●    Maintain high service standards to preserve customer relationships while achieving recovery targets

●    Resolve escalated customer issues and disputes professionally.

●    Collaborate with customer support, risk, and product teams to address systemic issues affecting repayments.

4.  Reporting & Analytics

●    Track portfolio performance (DPD buckets, roll rates,  NPL ratios).

●    Prepare management reports with insights, forecasts, and performance dashboards.

●    Leverage data analytics tools to segment customer cohorts and improve collection efficiency.

5.  Systems & Technology

●    Work closely with product and engineering teams to enhance digital collection tools, automated reminders, and scorecards.

●    Utilize CRM and collections systems for tracking workflows and maintaining accurate customer records.

●    Support the integration of AI-driven or data-based collection strategies.