Job description
Debt Counselling Advisor (UAE National) – Part Time - Al Ain (0000LP85)
Some careers prize diversity more than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.
HSBC International Wealth and Premier Banking aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We provide a leading premium proposition through Premier Banking and, together with our Global Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.
We are currently seeking an ambitious UAE National to join our International Wealth and Premier Banking team in Al Ain.
Debt Counselling Advisors are responsible for delivering a professional service that assists customers in financial difficulty to get back on their feet.

In this role, you will:

• 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.

Requirements

To be successful in the role, you should meet the following requirements:

• 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.

In this role, you will:

• 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

To be successful in the role, you should meet the following requirements:

• 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