Mohammad AL Hussein
Dubai
Summary
Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Competent Accounts Receivable Specialist bringing 2 years of experience handling accounts receivable functions. Exemplary skill in resolving billing disputes, providing excellent customer service and applying payments. Recognized for effective leadership with consistent achievement of objectives.
Overview
15
15
years of professional experience
Work History
Credit and Collection Officer
Arab Bank PLC.
02.2022 - Current
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Researched billing errors and discrepancies to initiate corrective action.
- Established relationships with customers to encourage payment of delinquent accounts.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Processed debtor payments and updated accounts to reflect new balance.
- Analyzed customer financial records to determine appropriate payment plan.
Customer service Officer
Arab Bank PLC.
12.2014 - 02.2022
- Effectively manage large amounts of incoming calls
- Generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Help customers with cheques and cash transactions over the teller counter
- Keep track of vault books and registers
- Manage the ICCS (other banks collection cheques) maker access.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Educated customers about available services, products and bank resources.
Customer Service Agent
Arab Bank PLC.
12.2014 - 04.2016
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
- Updates job knowledge by studying new product descriptions; participating in educational opportunities
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Attended telephone skills and program information training sessions to boost aptitude.
- Accomplishes sales and organization mission by completing related results as needed
- Answer calls and respond to emails
- Handle customer inquiries both telephonically and by email
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Update existing customer information
- Process orders, forms and applications
- Identify and escalate priority issues
- Document all call information according to standard operating procedures
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Collection Coordinator
First Gulf Bank
05.2013 - 12.2014
- Collection cases sample checking on daily and monthly basis
- Maintain and publish the monthly MIS report on collector's performance (productivity and quality)
- Planning the next month assignment as per the manpower (collectors available for that month), allocations (number of accounts to be allocated)
- Audit on settlements offered to customers, cash collection, cases released and collection calls done
- Evaluate and close all complaint received from Call center, Central bank, Collection Mail Box on weekly basis
- Maintain and publish the daily and monthly MIS for the calls evaluated along with the collector rating matrix
- Ensure compliance with local legal and regulatory requirements and report any legal and regulatory developments which impact or may impact the collection activities / legal actions
- Review loan requests
- Assess clients' financial status
- Evaluate creditworthiness and risks
- Analyze risks on approved or rejected loan requests
- Calculate financial ratios (debit salary ratio, DSR, credit score)
- Set up payment plans
- Monitor progress of existing loans.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Supervised staff of collectors, monitoring phone calls and letters.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Researched accounts and completed due diligence to resolve collection problems.
Customer Care Associate
Mashreq bank, Dubai, UAE
11.2012 - 05.2013
- Solving customer complaints from all channels, Call center, Central bank or Media
- Investigating customer issues in general to identify the root cause of the complaints
- Analyze and prepare the MIS reports of customer major issues
- Finding ways how to reduce the complaints by removing the root cause of complaints solved to prevent same issue again to happen with Customers.
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Identified crisis calls and arranged for emergency assistance to resolve important problems.
Banking Advisor
Mashreq Bank
02.2010 - 11.2012
- Coordinated with various divisions and departments in servicing of routine banking transactions.
- Extended and sustained relationships with customers to maintain and grow business.
- Contacted prospective clients to generate new loans, deposits and business to achieve company production goals.
- Worked with customers to procure updated financial information on continuous basis.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Site Foremen – Supervisor
Dorat al khaleej contracting maintenance Co.
02.2009 - 03.2010
- Responsible of a team of workers on site
- Take care of tasks given by engineer of project and report of progress on daily basis
- Manage absenteeism staff to make sure given task have the enough man power
- Should make sure that all workers wear the safety equipment’s give to them so safety and security instructor can approve the site and work location on his field visits.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Monitored workflow to improve employee time management and increase productivity.
Education
BBA - Accounting And Business Management
Philadelphia University
Amman-Jordan05.2007
Skills
- Ability to effectively communicate
- Risk Management
- Investigative Research
- Financial Documentation
- Report Writing
- Aging Reports Analysis
- Microsoft Office
- Payment Solicitation
- Credit Extension Negotiation
- Delinquent Account Notification
- Negotiation and Resolution
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Successfully resolved 97% of collections-related issues.
Driving License
Yes ( Jordan ) & (U.A.E)
Personal Information
Nationality: Jordanian
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Credit and Collection Officer
Arab Bank PLC.
02.2022 - Current
Customer service Officer
Arab Bank PLC.
12.2014 - 02.2022
Customer Service Agent
Arab Bank PLC.
12.2014 - 04.2016
Collection Coordinator
First Gulf Bank
05.2013 - 12.2014
Customer Care Associate
Mashreq bank, Dubai, UAE
11.2012 - 05.2013
Banking Advisor
Mashreq Bank
02.2010 - 11.2012
Site Foremen – Supervisor
Dorat al khaleej contracting maintenance Co.
02.2009 - 03.2010
BBA - Accounting And Business Management
Philadelphia University
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