Ahmad Al Habashneh
Dubai
Summary
Results-driven Collections, Recovery, and Customer Service Professional with over 18 years of experience in leading UAE banks and real estate sectors. Strong track record in credit remediation, debt recovery, portfolio management, risk mitigation, customer relations, and team leadership. Highly skilled in delinquency management, legal coordination, negotiation, and process improvement, with proven ability to increase recovery rates while ensuring compliance and customer satisfaction. Adept at working in fast-paced, target-driven environments.
Results-driven collections professional with proven track record in managing accounts and achieving collection targets. Well-versed in negotiating with clients and implementing effective strategies to reduce outstanding balances. Known for exceptional teamwork and adaptability, consistently delivering results and fostering cooperative work environment.
Overview
20
20
years of professional experience
Work History
Collection Manager and CRM
Dubai Sports City
09.2023 - Current
- Customer Relationship Management (CRM):
- - Oversee and maintain the CRM system to ensure accurate, up-to-date customer information.
- - Develop and implement strategies to enhance customer engagement, satisfaction, and retention.
- - Segment customer data to support targeted marketing campaigns and sales initiatives.
- - Coordinate with the sales, marketing, and operations teams to streamline customer interactions.
- Collections & Receivables Management:
- - Monitor and manage accounts receivable for residential, commercial, and mixed-use projects.
- - Ensure timely follow-up on overdue payments and initiate collection procedures when necessary.
- - Negotiate payment plans, settlements, and restructuring agreements with customers as required.
- - Coordinate with legal teams for escalation of delinquent accounts.
- Reporting & Analysis:
- - Prepare regular reports on receivables, overdue accounts, and collection performance.
- - Analyze trends and risks in customer payment behavior to recommend preventive measures.
- - Provide insights and actionable recommendations to senior management for decision-making.
- Team Management:
- - Lead, mentor, and supervise the collections and CRM team to achieve departmental targets.
- - Conduct performance reviews and training to improve team efficiency and customer handling.
Senior Customer Service Executive
Azizi Developments
01.2022 - 08.2023
- Customer Relationship Management:
- - Serve as the primary point of contact for customers throughout the property purchase and post-handover lifecycle.
- - Handle customer inquiries, complaints, and service requests with professionalism and urgency.
- - Ensure all customer communications are recorded and updated in CRM systems.
- Post-Sales Support:
- - Manage documentation, payment schedules, installment follow-ups, and NOC issuance.
- - Support customers with SPA (Sales & Purchase Agreement) queries, amendments, and clarifications.
- - Coordinate property handover appointments and ensure a smooth transition to the customer.
- Coordination & Internal Support:
- - Liaise with finance, legal, projects, engineering, sales, handover, and facilities management teams to resolve customer concerns.
- - Ensure timely completion of customer requests by following up with relevant departments.
- - Escalate high-priority or unresolved issues to management and ensure quick resolution.
- Customer Experience Enhancement:
- - Maintain high customer satisfaction by delivering prompt, accurate, and courteous service.
- - Identify process gaps and recommend improvements to enhance the customer journey.
- - Contribute to customer service best practices and departmental service standards.
- Documentation & Reporting:
- - Prepare daily/weekly reports on customer cases, complaints, and resolutions.
- - Maintain accurate customer files and service logs in compliance with company policies.
Manager – Remedial Retail Advance Department & External Agencies
United Arab Bank
10.2019 - 07.2020
- - Managed recovery operations, reducing overlooked cases and improving collection performance.
- - Oversaw credit collection processes to minimize losses while ensuring policy compliance.
- - Led external agencies and internal teams to maximize recovery on delinquent accounts.
- - Prepared MIS reports, performance dashboards, and analytics for upper management.
- - Developed and executed recovery strategies for complex and bulk debt cases.
- - Oversaw bad debt provisions and processed write-offs in line with regulatory guidelines.
- - Built strong client relationships to support negotiation and settlement outcomes.
Manager – Remedial Retail Advance Department & External Agencies
Union National Bank
10.2008 - 09.2019
- - Managed corporate, SME, and retail recovery portfolios including cards, loans, SME accounts, and write-offs.
- - Handled delinquency management, portfolio restructuring, and repayment plans.
- - Prepared MIS, provision reports, and restructuring proposals for senior management.
- - Coordinated with legal teams on civil suits, police cases, repossession, and settlement actions.
- - Provided leadership and guidance to collectors to meet targets and operational KPIs.
- - Traced absconders and communicated with employers to resolve delinquency issues.
Collection Officer, Remedial Retail Advance Department (RCU)
Emirates Bank
08.2006 - 09.2008
- - Assisted Team Leader in monitoring and managing customer facility accounts, ensuring timely recovery and account compliance.
- - Successfully settled and closed numerous loan accounts while ensuring cheque verification and documentation accuracy.
- - Handled cases involving Central Bank blacklisted customers, reducing potential risk exposure for the bank.
- - Pre-screened and prioritized cases, streamlining recovery operations and improving efficiency.
- - Coordinated with partner banks and internal departments to resolve account discrepancies.
- - Managed accurate and up-to-date customer information, supporting data-driven decision-making.
- - Developed strong communication and negotiation skills while interacting with customers, achieving higher repayment rates.
- - Collaborated closely with the Legal Department to escalate delinquent accounts and recover dues effectively.
Recovery Collection Unit (RCU)
Abu Dhabi Commercial Bank (ADCB)
09.2005 - 07.2006
- - Managed overdrawn accounts and monitored commercial accounts with credit facilities, ensuring timely collections.
- - Assisted Commercial Officers in tracking customer facility accounts, contributing to improved portfolio performance.
- - Facilitated renewal and restructuring of stuck-up accounts, minimizing losses and improving customer retention.
- - Successfully settled and closed commercial loan accounts, verifying all documentation for compliance.
- - Monitored customer feedback from the Central Bank, ensuring adherence to regulatory standards.
- - Conducted pre-screening of cases to prioritize high-risk accounts, enhancing operational efficiency.
- - Analyzed bank statements and financial records to identify irregularities and support recovery strategies.
- - Maintained and updated MIS data, ensuring accurate reporting and management oversight.
Education
Bachelor of English - Education
Al Musel University
Iraq07-1995
Skills
- - Customer Relationship Management
- - Collection Management
- - Payment negotiation strategies
- - Portfolio Management & Analysis
- - Data Analysis and Reporting
- - Team Leadership and Mentoring
- - Conflict Resolution Techniques
- - Risk Assessment and Mitigation
- - Client Communication Skills
- - Delinquency & Write-off Management
- - Compliance & Policy Adherence
- - Microsoft 365 & Data Management
Timeline
Collection Manager and CRM
Dubai Sports City
09.2023 - Current
Senior Customer Service Executive
Azizi Developments
01.2022 - 08.2023
Manager – Remedial Retail Advance Department & External Agencies
United Arab Bank
10.2019 - 07.2020
Manager – Remedial Retail Advance Department & External Agencies
Union National Bank
10.2008 - 09.2019
Collection Officer, Remedial Retail Advance Department (RCU)
Emirates Bank
08.2006 - 09.2008
Recovery Collection Unit (RCU)
Abu Dhabi Commercial Bank (ADCB)
09.2005 - 07.2006
Bachelor of English - Education
Al Musel University