Senior Collection Agent - UAE Nationals Only

Ajman University · United Arab Emirates

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SUMMARY OF FUNCTIONS:

The Senior Collection Agent is responsible for overseeing and coordinating collection activities related to overdue student and client accounts. The role provides supervisory support to the collection team, ensures timely and effective follow-up, and serves as the liaison with the Legal Office and external collection agencies. The position requires strong analytical judgment, negotiation skills, and adherence to institutional policies and financial regulations. Flexibility during admissions and peak periods is essential for success.

ESSENTIAL DUTIES & RESPONSIBILITIES: 

Collection Management & Supervision

• Lead and oversee the preparation of comprehensive lists of overdue student and client accounts in coordination with Accounts Receivable and Student Accounts.

• Supervise and guide collection agents on daily tasks, follow-up strategies, and communication protocols.

• Monitor collection performance, ensure targets are met, and prepare periodic reports for management.

• Review escalated cases and provide direction on appropriate follow-up actions.

Legal & External Collection Agency Coordination

• Serve as the support and point of contact with the Legal Office for initiating legal notices, preparing case files, and tracking progress on litigation.

• Coordinate with external collection agencies, ensure timely submission of cases, and validate the accuracy of statements, balances, and documentation provided.

• Follow up with agencies and Legal Office on case status and outcomes, and report results to senior management.

• Ensure all legal and collection processes comply with institutional financial policies and national regulations.

Student & Client Engagement

• Ensure clear, professional, and empathetic communication with students and clients during the follow-up process.

• Handle sensitive or complex cases requiring negotiation, payment arrangements, or escalated intervention.

• Balance firm debt recovery efforts with a commitment to maintaining positive stakeholder relationships.

Systems, Controls & Reporting

• Oversee accurate and timely updating of payments, adjustments, and follow-up notes in the system.

• Ensure daily register closing procedures are completed accurately by the team.

• Maintain comprehensive records of all collection efforts, follow-ups, and legal escalations.

• Provide analytical insights on trends, cash flow impacts, and collection challenges to the Student Accounts Supervisor.

Operational Support & Flexibility

• Maintain up-to-date knowledge of fees, payment terms, policies, and financial regulations.

• Support Student Accounts operations during peak periods, including flexible shifts during admissions or main accounts during the audit or closing periods.

• Assist in month-end and year-end closing processes as needed.

QUALIFICATIONS & EXPERIENCE:

• Bachelor in Accounting / Finance / Related fields with 2 year of directly related experience.
• Experience in UAE education industry (Preferable)
• 1 Year supervisory experience (preferable)
• Requirement for the educational qualification can be relaxed if the employee has the relevant experience.

KNOWLEDGE & SKILLS:

• Timeliness and Accuracy.

• Customer Service Skills.                                                                    

• Written and verbal communication skills.

WORKING CONDITIONS:

Work is typically performed in a typical interior work environment, not subjecting the employee to unpleasant elements. The position may entail work after duty hours, on weekends, holidays, and emergencies (i.e. may be subject to “on-call” responsibilities). 

SUPERVISION:

Reports to: Senior Officer, Teller Operations.

Subordinates: Collection Agents 

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