Ashraf Hamdan Baroud

Attends to all customers in a courteous, polite, helpful and professional manner; identify their queries before assigning them to the concerned Sales person.

• Ensures that all cases escalated from the Senior Management, VIP and internal cases are dealt with high importance and confidentiality.

· Ensure the clients get the handover as per the company policy

· Ensure buildings coding in system and mange third party snagging reports

• Maintaining records of client extension and waiver requests and informing them by email of the case update.

• Correspondence tracking and attending to client enquiries received through emails on department's corporate email account.

• Tracking of SPA status and following up for units where anything is missing for SPA process.

• Maintains an orderly filing system; handles other Admin. work such as: material requisition; customer registration, staff attendance report, courier service, etc.

• Attends staff meetings and proactively raises issues for group discussions and information sharing; prepares Minutes of the Meeting.

• Ensures that all difficulties and system glitches are reported directly to IT

· Prepare overdue debtors report and retention list report for Management to highlight debtors’ issues.

· Close interaction and advise AR team members to focus on the monthly target set and project the hindrances.

· Reviewing the status and highlighting risk factors to management by organizing periodical credit control meetings with AR team members.

· Preparing the Debtors Ageing report and submitting it to the management for further review.

· Meeting cash and debtor’s day targets set by the Management.

· Alerting management to significant changes in the credit risk of clients.

· Projecting and driving action plans for collections issues.

· Proactively review billing and enhancements to determine the impact on the AR process and manage system changes as appropriate.

· Ensuring that payment is allocated to clients and reconciled regularly.

· Preparing and updating reports of the weekly invoices status and forecast cash collection with detailed explanations.

· To ensure receivables are timely converted to cash with effective collection techniques and bad debts are maintained at a minimum level.

· To make sure all the invoices for the corporate clients are submitted before the 10th of every month, also. cross-check acknowledgments are duly signed and stamped.

· Reviews of the credit exposure for existing customers in situations such as, but not limited to adverse information about the customer, Over dues & disputes.

· Development and strict implementation of flexible credit policies and procedures that reduce financial exposure but also take calculated risk to increase revenue.

· Set up and manage internal controls around customer credit – credit appraisal, setting up credit terms enhancing/reducing credit limits, and negotiating credit terms. Re-evaluate and improve on credit processes such as invoicing, follow-up, and query management.

· Plan and deliver CRM strategies across the organization to retain existing customers, increase brand loyalty, and expand the company brand.

· Monitor collections activities and provides recommendations when and as needed.

· Manage collections process, contact, and meet clients to recover outstanding debts.

· Monitor and update account records to identify outstanding debts and necessary actions to collect overdue debts.

· Propose payment plans and payment schedules to collect outstanding debts.

· Track collection activities, process payments and refunds amounts.

· Overcome customer objections by troubleshooting issues to determine suitable solutions. e.g.: billing and credit issues.

· Provide reports to management about collection activity and accounts receivable status.

· Conduct business analysis to improve service levels and increase customer satisfaction.

· Act as the first point of contact for support-related inquiries for clients.

· Alert the sales team to opportunities for further sales with key clients.

· Work closely with finance team members, CRM, and Sales Consultants to effectively manage the collections process.

· Handling escalation, process improvements/automatons to draw units to the next level of service level efficiency.

· Maintain database with up-to-date customer information.

· Devise collection recovery strategies to resolve customer issues and delinquent cases.

· Handling retail banking sales, operations, service of personnel banking products and SMEs.

· Management and sales of a portfolio of CASA, new to bank customers, credit cards, personal, auto loans, investments, and cross-selling.

· Sales and management of payroll relationships.

· Reviewing loans contracts such as Merchant / Business / Business Vehicle / Loan against property/Collateral / Credit cards Loans, etc.

· Highlighting High-Risk Cases wherein DBR (Debt Burden Ratio) is high, customers are over lever aged, or loans are approved on deviation grounds.

· Working closely in line with credit collections and recoveries to reduce operational risk wherein possibility of High-net-

worth customers skipping without clearly their Loans.