Debt Counselling Advisor

• Be responsible of minimizing any losses to the bank by collecting overdue debts, as well as always protect both customers’ and the bank’s interests
• Understand customer circumstances and their affordability position, exploring options within remit to help them regain financial stability
• Manage a portfolio of live, current, and overdue debit balance customer accounts through inbound/outbound calls and other communication channels
• Provide relevant treatments based on the customer’s circumstances & escalate the cases for legal action when necessary
• Own performance against business objectives, targets and take responsibility for self-development
• Complete progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to senior management
• Take initiatives to enhance/streamline Policy & procedures for customer journey enhancement
• Department champion of the leadership message and their performance sets the example for others to strive towards
• Carry out a range of processing tasks and handling of customer calls ensuring relevant productivity and quality measures are achieved for customers in line with HSBC specified process and procedures

• Graduation degree is a must to secure a UAE Visa and Work Permit
• Collections experience is preferred
• Ability to speak, understand and communicate in English fluently
• Ability to write business letters and reports
• Excellent email conversational / telephone skills
• Ability to learn quickly with excellent complex problem-solving skills
• Ability to understand and interpret numeric data
• Flexibility to work in shifts and resilience towards different work environment
• Ability to build rapport with customer, colleagues, and other stakeholders
• Strong MS Office Skills (Excel, PowerPoint, Word)
• Excellent computer skills in a Microsoft Windows environment. Must include knowledge of Excel and skills in Access

Collections experience is preferred