BASSEM Eltansawy
Mortgage Recovery Officer Specialist
Dubai
Summary
I am an experienced professional with a strong background as a Mortgage Recovery Officer Specialist in the banking sector. With over 15 years of experience, I have developed a deep understanding of mortgage collections and recovery processes. My expertise lies in managing portfolios, coordinating with agencies, negotiating settlements, and ensuring adherence to company policies. I have a proven track record of achieving targets, evaluating performance, and providing effective solutions for delinquent accounts. My strong analytical skills, decision-making abilities, and attention to detail have enabled me to handle complex cases and drive successful recovery outcomes. I am a dedicated professional with a commitment to excellence, and I am ready to contribute my skills and experience to the role of a Mortgage Recovery Officer Specialist.
Overview
21
21
years of professional experience
2
2
Certifications
1
1
Language
Work History
Assosciate
Abu Dhabi Commercial Bank
Dubai
01.2019 - Current
- Manage a portfolio that encompasses hard core mortgage portfolios (4+, 7+ and W/OFF) for (ADCB, X-UNB, X- AWF and X-ADF)
- Conducted thorough analysis of delinquent accounts to determine the root causes of default and identify appropriate recovery actions.
- Developed and implemented recovery strategies tailored to individual accounts, considering factors such as financial circumstances, payment history, and customer communication.
- Initiated contact with delinquent borrowers through outbound calls, emails, and other communication channels. Maintained regular and professional communication to provide alternative solutions and negotiate payment arrangements.
- Ensured accurate and up-to-date documentation of all collection activities, including notes, payment arrangements, and customer interactions. Adhered to regulatory and internal compliance requirements.
- Identified potential risks and escalated complex cases to higher management when necessary. Collaborated with legal teams to initiate legal actions, such as filing criminal cases or civil suits, to protect the organization's rights.
- Negotiated settlement terms with delinquent borrowers, including cash settlements, acceptable monthly installments, and liabilities restructuring plans.
- Prepared and presented regular reports on portfolio performance, recovery rates, and trends. Conducted in-depth analysis to identify areas for improvement and implemented corrective measures.
- Collaborated with internal stakeholders, such as credit departments, legal teams, and customer service, to streamline processes and improve overall mortgage recovery strategies.
- Ensured strict adherence to regulatory requirements, internal policies, and industry best practices throughout the recovery process.
Senior Officer
Union National Bank, UNB
Abu Dhabi
07.2012 - 09.2019
- Assigned to handle all write-off (W/OFF) and hard core portfolios, including local, expat, and credit card accounts.
- Served as an authorizer for daily financial transactions, ensuring compliance with banking policies and regulations.
- Filed criminal cases and civil suits against non-cooperative customers in the early stages to protect the bank's rights.
- Prepared and submitted comprehensive proposals for full and final cash settlements, cash settlement plans with acceptable monthly installments, and liabilities restructuring proposals.
- Compiled and organized all necessary documents for agency cases, ensuring accuracy and completeness.
- Attended expert meetings appointed by competent courts to clarify the financial details of customer liabilities and ensure reports issued were in favor of the bank.
- Managed different portfolios, including write-off (W/OFF) local and NDDS (Non-Performing Debts and Deficiencies) cases, with a focus on personal loans.Assigned to handle all write-off (W/OFF) and hard core portfolios, including local, expat, and credit card accounts.
- Served as an authorizer for daily financial transactions, ensuring compliance with banking policies and regulations.
- Filed criminal cases and civil suits against non-cooperative customers in the early stages to protect the bank's rights.
- Prepared and submitted comprehensive proposals for full and final cash settlements, cash settlement plans with acceptable monthly installments, and liabilities restructuring proposals.
- Compiled and organized all necessary documents for agency cases, ensuring accuracy and completeness.
- Attended expert meetings appointed by competent courts to clarify the financial details of customer liabilities and ensure reports issued were in favor of the bank.
- Managed different portfolios, including write-off (W/OFF) local and NDDS (Non-Performing Debts and Deficiencies) cases, with a focus on personal loans.
Team Leader
Abu Dhabi Commercial Bank
Dubai
10.2010 - 07.2012
- Proven ability to manage diverse portfolios, including BUK4, BUK5, and BUK6 for RBS portfolio and BUK4, BUK5, and BUK6 ADCB portfolios focused on personal loans.
- Strong coordination skills in working with agencies such as Alwasl and HKDC for payment, settlement, reversal, and legal case matters.
- Effective communication with overseas agencies to resolve cases for customers who have returned to their home country.
- Experience in collaborating with legal agencies to issue legal notices, ensuring adherence to legal requirements and protecting the bank's rights.
Team Leader (Back up Manager)
RBS BANK {ABN AMRO Bank
Dubai
02.2008 - 10.2010
- Managed different portfolios in the fresh and 0-90 DPD (Days Past Due) bucket, ensuring effective and efficient collections of past-due accounts.
- Oversaw 2 to 3 teams of 13 collectors, providing leadership and guidance to ensure adherence to the bank's collection strategy.
- Prepared daily and monthly Management Information System (MIS) reports for the team and management, providing valuable insights into collection performance.
- Evaluated the performance of collection executives, providing constructive feedback and implementing performance improvement measures.
- Assisted collection executives in handling supervisory calls, particularly escalation calls from customers, to resolve issues and find suitable solutions.
- Prepared customer settlement plans and negotiated payment terms to facilitate the resolution of delinquent accounts.
- Collaborated with other departments to address customer complaints and requests, ensuring prompt and satisfactory resolutions.
- Dealt with legal agencies to issue legal notices to customers, following proper procedures and legal requirements.
- Conducted interviews for applicants, actively participated in coaching and training programs for new hires, ensuring their understanding of collection programs and procedures.
- Monitored the team's performance by preparing daily reports and addressing any backflows or operational challenges promptly.
- Coordinated with the Collections-Operation department on matters such as reversals, insurance claims, lien accounts, filing police cases, and processing cheques.
- Conducted field visits for high-balance customers who avoided bank calls or refused to make payments, aiming to resolve outstanding issues and negotiate suitable payment arrangements.
- Ensured each collector achieved the Daily Run Rate (DRR) target by closely monitoring individual performance and providing guidance and support as needed.
- Regularly reviewed updates made by collectors, monitored collection calls, and provided feedback to improve performance and address any shortcomings.
- Recognized and managed collection agencies, including recruitment and team management, to optimize collection efforts.
- Provided information on delinquency patterns and updated collectors with the latest market challenges to identify areas of improvement and modify collection strategies accordingly.
- Adhered to company policies and processes, maintaining high ethical standards in all collection activities
Owner
PORTABLE Stores
Alexandria
01.2002 - 05.2006
- Successfully established and operated multiple mobile stores across various locations.
- Developed and implemented effective business strategies to drive sales and ensure profitability.
- Oversaw all aspects of store operations, including inventory management, sales performance, and customer service.
- Managed a team of sales associates, providing guidance and training to optimize their performance.
- Built and maintained strong relationships with suppliers and negotiated favorable terms and pricing.
- Conducted market research and analysis to identify trends, customer preferences, and competitive strategies.
- Implemented marketing initiatives to increase brand visibility and attract a larger customer base.
- Monitored and controlled expenses, ensuring cost-efficiency and maximum profitability.
- Provided exceptional customer service, addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Stayed up-to-date with the latest mobile technologies, features, and industry trends to provide knowledgeable guidance to customers.
- Maintained accurate records of sales, inventory, and expenses.
- Ensured compliance with legal and regulatory requirements.
- Implemented effective loss prevention measures to minimize theft and protect store assets.
- Fostered a positive work environment, encouraging teamwork and motivation among staff members.
- Implemented effective visual merchandising strategies to create an attractive and engaging store environment.
- Continuously evaluated and improved store processes and procedures to enhance operational efficiency.
- Adapted to changing market conditions and made strategic adjustments to drive business growth.
Education
Bachelor of Commerce - financial & customs studies
Alexandria University
Certified Islamic Banker – certified Islamic Banker Certificate from - undefined
General Council for Islamic Banks and Financial
Skills
undefined
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved [Result] by introducing [Software] for [Type] tasks.
Certification
[Area of certification] Training - [Timeframe]
Timeline
[Area of certification], [Company Name] - [Timeframe]
01-2023
Assosciate
Abu Dhabi Commercial Bank
01.2019 - Current
[Area of certification] Training - [Timeframe]
01-2014
Senior Officer
Union National Bank, UNB
07.2012 - 09.2019
Team Leader
Abu Dhabi Commercial Bank
10.2010 - 07.2012
Team Leader (Back up Manager)
RBS BANK {ABN AMRO Bank
02.2008 - 10.2010
Owner
PORTABLE Stores
01.2002 - 05.2006
Bachelor of Commerce - financial & customs studies
Alexandria University
Certified Islamic Banker – certified Islamic Banker Certificate from - undefined
General Council for Islamic Banks and Financial
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