Agency Supervisor – Recovery (United Arab Emirates) Dubai

Requirements

The role requires strong knowledge of market trends, legal regulations, and recovery techniques. Candidates must possess excellent analytical, communication, and collection skills to effectively manage agency workflows and customer interactions.

Job Summary

Role       : Agency Supervisor – Recovery
Location : Dubai                       

Role Purpose:

Agency Supervisor is responsible to manage the external collection agencies
which monitoring and coaching on daily workflow and performance. Agency
Supervisor ensures customer communications, adheres to customer expectations and
requirements. Moreover, he is responsible for motivating, coaching and
developing associates to achieve optimal performance results and conducting
regular performance note. Also resolves customer complaints in timely manner and
completes other duties as assigned.
    
Key Accountabilities of the role      

1.To ensure that agencies visits are done within the agreed TAT to achieve
targets efficiently and same shall be documented to be shared with agency.

2.To monitor the agencies’ performance and ensure that agencies are following
standards required by ADIB. 

3.To conduct regular meetings by phone/visit with team members from agency to
review and provide update on the progress, including reconciliation of allocated
accounts and actions agreed during last visits. 

4.All work-related visits/calls made to agency shall be documented over an email
to be shared with the stakeholders. 

5. To guide and support customers as a counsellor to manage there finance
/covered card’s payments (including other facilities held with bank) along with
other services like restructure, reschedule ,re-age etc. 

6.To ensure that accounts allocated to agencies are timely updated in the
collections work system. 

7.To share customer/work related data with agencies for assigned work as per
pre-defined process of Collection Unit. 

8.To ensure all the tasks assigned shall be performed as per the SOP (approved
process manuals). 

9.To attend, resolve and close all customer complaints within the TAT as per
policy. 

10.Meet the walk-in customers in the Collection Unit and resolve their issues by
offering solutions as per policy.

11.Always adhere by ADIB’s and Collection Unit Code of Conduct and policies.

12.To review and provide feedback for TOP 20 accounts. 
 

Specialist Skills / Technical Knowledge Required for this role:
1. Knowledge of market and industry characteristics and trends 

2. Knowledge of legal system, regulations, statutory requirements and legal
recovery techniques 

3. Strong business acumen 

4. Strong communication, analytical , collection skills

Responsibilities

The Agency Supervisor is responsible for managing external collection agencies, monitoring their performance, and ensuring adherence to company standards and policies. They also provide financial counseling to customers and resolve complaints to ensure optimal recovery results.

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