In-House Collection

About the Role

The In-House Collection Specialist is responsible for overseeing in-house debt collection activities and overseeing in-house collection juniors.

Responsibilities:

• Oversee daily soft collection calls and collection processes

• Oversee contacting of autopay customers to update their profiles

• Oversee the processing of autopay tickets including adding, removing, updating requests as well as overseeing complaints and directly intervening on escalated complaints

• Guide and train the in-house collection juniors in all matters related to collection activities ensuring that these are dealt with in a professional and efficient manner

• Coordinate with collection agencies and legal firms regarding specific escalated cases where necessary

• Coordinate with concerned internal departments regarding collection activities

• Establish relevant KPIs related to collection activities and review performance reports, tracking debt collection, understanding key pain points and recommending actionable solutions to the Collections Manager

• Perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies and report any information/physical security breaches or incidents to the supervisor/manager immediately

• Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait

• Zain abides by fulfilling the occupational health and safety certificate requirements that establishes and maintains an OH&S management system that eliminate hazards and minimizes OH&S risks (including system deficiencies), take advantage of OH&S opportunities and addresses OH&S management system nonconformities associated with its activities

What We Need From You

Skills:

• Ability to lead, inspire and motivate stakeholders towards a common goal

• Ability to communicate, present and influence all levels of the organization

• Strong expertise in debt collection and debt collection processes

• Understanding of financial accounting and reporting

• Ability to run deep dive financial analyses

• Experience with analytics, financial dashboards and problem structuring

• Advanced MS Office skills (Excel, Word, PowerPoint, etc.)

• Clear ability to understand the dynamics of financial data to extract relevant information

• Experience working independently across a cross-functional team

• Strong problem-solving skills and ability to identify and frame key issues

• Excellent written and verbal communication skills

• Ability to analyze a situation and produce creative, original and useful solutions

• Experience designing KPIs, reports, dashboards

• Strong understanding of telecommunications products, trends and technology markets

Education Level & Major: Bachelor's Degree required, master's in Finance, Accounting, Business, BI / Data Analyst or a related field

Years of Experience: +1