Collection Specialist

Purpose of Job

Jobholders at this level are experienced professionals capable of conducting work with general directions. They are primarily concerned with developing solutions to challenges which require some analysis to understand and resolve, and addressing issues escalated from more junior levels. They undertake complex operational activities including handling collection cases for large customs’ customers, negotiating settlement amounts, following-up on field collection cases and implementing corrective action plans in order to settle cases efficiently and within applicable manuals, policies, procedures and guidelines.

Job Responsibilites

Collection Planning

• Develop and update lists of importers, exporters, brokers, etc. with unsettled dues by segment/ type/ region and ensure incorporation in collection plans
• Consolidate all periodic delayed payments from importers and brokers following first collection attempts at port level failed to reconcile collection plans
• Categorize and prioritize collection cases based on pre-approved criteria (e.g. age of debt, volume, etc.) to quantify risks and select the most suitable collection approach and methodology
• Assist in allocating cases across teams members according to expertise to ensure efficient utilization of workload and participate in the development of field collection plans and initiatives
  
  
  

Collection Case Management

• Study and assess collection cases including financial status, invoices, financial strength and capabilities, etc., review customers’ history and propose settlement options in line with collection policies, rules and regulations
• Manage correspondence with clients through different channels (contact center, account managers, digital communication, e-notifications, etc.) and communicate outstanding dues and settlement options while probing for needed clarifications to form relevant opinions
• Track and record clients’ responses on sent notifications and advise on needed action for negligent customers within defined timeframes
• Negotiate with traders to determine willingness and ability to pay, provide explanations on legal requirements and obligations to establish and secure a new payment schedule and ensure accurate documentation of responses, discussion points, and comments
• Develop case analysis summary report to recommend corrective action plans for unrecovered and uncollected debt (e.g. freezing accounts, broker’s suspension, asset seizure, transfer to legal authorities, etc.)
  
  
  

Collection Operations

• Monitor uncollected revenues processed manually with no traceability in Sadat systems (fines, rental fees, laboratory testing) to safeguard ZATCA’s revenues
• Track account transactions including debits, credits, instalments, deferments, sale of suspended assets, etc. to reconcile accounts and ensure that changes are properly reflected in related systems
• Review service suspensions of non-compliant traders and coordinate with government agencies (Ministry of Municipal and Rural Affairs, Ministry of Commerce and Investment, Ministry of Labor and Social Development, etc.) to implement action plans
• Follow up on approved refunds’ requests to eligible customers to capture and lock custom dues prior to full amount disbursement
• Monitor outstanding delinquent cases and escalate uncollectable debt with high-risk scores to internal stakeholders for decision making (judicial actions, sanctions, etc.)
• Provide support in evaluating sensitive requests (guarantees, instalments, deferments, account transfer, etc.) and ensure adherence with policies, procedures, evaluation-criteria and guidelines
• Maintain and update collection related systems and databases to ensure that clients’ information, responses, debt status, collection records, etc. are properly stored to facilitate accessibility and future use by internal stakeholders
  
  
  

Job Details

Communication and Contacs

Eductaion

Bachelor’s degree in Business Administration, or equivalent is required

Experience

A minimum of 5 years of relevant experience

Competencies

Communication - Developing

Fact Based Recommendations - Proficient

Professionalism - Proficient

Results Oriented - Proficient

Quality Management - Proficient

Collection Techniques - Proficient

Customer Focus - Proficient

Collection Planning and Assessment - Advanced

Change Enabler - Developing

Negotiation and Influence - Proficient