In-House Collection Specialist Zain

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

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