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Senior Collections Officer

Dubai, United Arab Emirates
October 28, 2018

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International City, Morocco Cluster

Dubai, UAE

Mobile no. +971*********


Steve is a customer service professional with 6 years of experience in Collections and recoveries within the UAE’s Banking and Distribution Industry. Latest experience was with Emirates NBD, an excellent communicator and team player with an ability to interact effectively with people at all level within and outside the organization.


Senior Collections and Recoveries Officer

Emirates NBD Head Office

Nad Al Sheba, Dubai UAE

May 2015 to August 2018

Job Function:

To provide a debt recovery service for a variety of large blue chip clients through emails, phone calls and field visit.

Receive incoming and making outbound calls to clients’ customers in arrears to discuss payment options.

Provide customer service to clients and customers who are inquiring about credit cards and loan settlement.

To comply with Central Bank regulations and Company policies at all times.

Key Accountabilities:

To provide a consistent and professional level of service at all times.

To achieve Service Level Agreements (Targets) and call quality objectives on monthly basis.

To handle each call promptly and in a correct manner, updating every call records accordingly.

To resolve disputes logged by clients, ensuring all clients and customers issues are addressed accordingly.

Assist customer collections related query for incoming and outbound calls.

To manage customers who are resistant to agent contact by remaining polite, tactful, hones and firm.

To follow strict Company policies and procedures at all times ensuring that legislative requirement are met.

Ability to relate to people from a variety of diverse backgrounds.

Handling internal and external customers.

Providing a focused and friendly service to all customers and prospects when providing quotations and assisting with queries, taking messages where appropriate

Handling a range of enquiries from customers by telephone and email

Processing incoming and outgoing mail

Maintaining secure, efficient and accurate filing systems

Scanning incoming documentation and actioning or distributing appropriately

Updating the computer system with diary events to trigger calls to customers or insures and then producing documents/correspondence as required

Maintaining an acceptable level of product knowledge by keeping up-to-date with product developments

Trainings and Achievements:

Aspire Award Q2

August 24,2017

Dubai, UAE

Achieving Monthly Targets / Over Achieve

KPI 3.5

June 2015 – June 2018

Dubai, UAE

Top Gear – Customer Service Academy

December 18, 2017

Dubai, UAE

CBUAE Regulations Training

March 21-22, 2018


Certified Associate Program

April 8, 2018

Dubai, UAE

Collection Supervisor / Field Collector

Tawseel Distribution and Logistic (DMI)

IMPZ, Dubai UAE - June 2012 to April 2015

Job Function:

To handle collections of revenue and efficient monitoring of debtors.

Key Accountabilities:

To follow up and arrange for timely collections and receivables

To ensure the dispatch of invoices to customers in a timely manner

Liaising with customers for confirming the receipt of invoices, reminding due date, pushing for prompt payment, etc.

Working with Spreadsheets

Calculating and checking to make sure payments, amounts and records are correct.

Sorting out incoming and outgoing daily post and answering any queries.

Managing petty cash transactions.

Controlling credit and chasing debt.

Reconciling finance accounts and direct debits.

To ensure timely and correct matching of payment with the invoices

Sending statement of accounts on a timely basis

Handling various areas in Dubai UAE

Handling around 155 retail and subscription customers

Periodically meeting with customers

To act and resolve any discrepancies with the customers

To support maintenance of the customer database in the system

Ensure that bad debt are minimize by timely collections

To perform any other task assigned by manager

To ensure reconciliation with major customers at least twice a year and once for all other customers

Certified Fitness Trainer

International Science Sports Association (ISSA, USA)

Grand Belle Vue Hotel – Dubai

Tecom Al Barsha Dubai, U.A.E

Pre-opening Team Fitness Instructor

December 2009 to March 28, 2012

Provide a courteous and helpful service to all club member and guests all time.

Provide correct information about the Recreation Facilities and service to club members and guests.

Provide over all fitness counselling service, ensuring the highest standard of safety supervision according to the need of the members.

Make sure that guests are wearing appropriate dress and comfortable shoes.

Ensure that the gym equipments are in perfect condition on a regular basis.

Ensure the highest standard of cleanliness and hygiene in designated areas.

Punctuality according to the schedule and productive during working hours.

Maintain good relationship with all the members.

Attain needs from the old members as well as newly sign members.

Prepare program for specific requirement from a new member and existing members.

Identify and resolve members concerns

Perform other duties as assign by my superior.

Train body building & body toning, weight gain / loss.

Must see to it that customers follow their program correctly.

Ensure that customers are using machines properly.

Multi-tasking whenever is necessary.

Always after for the safety of the customers


Computer - MS Office, Oracle Financial (Receivable), Seibel CRM, Excel, Way4 (credit cards), Finnone (updating data)

UAE Driver’s License

April 2012 to April 2022

Dubai, UAE



Negros Oriental State University, Dumaguete City, Philippines


Silliman University, Dumaguete City, Philippines

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