MUBARAK KHAN
DUBAI
Summary
Professional with strong background in collections management, prepared to drive impactful results. Proven ability to collaborate with teams, adapt to changing needs, and deliver consistent outcomes. Skilled in debt recovery, customer relations, and compliance. Known for reliability, strategic thinking, and effective communication.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Assistant Manager – Collections & Recoveries
AAFAQ ISLAMIC FINANCE
05.2024 - Current
- Managing Inventory for Credit Card & Loan Portfolio
- Handling Corporate Remedial
- Debt Collections External Partners
- Managing Predictive Dialer system
- Executions of Field visits
- End to End support for Legal Proceedings
- Prepare and review collection reports to monitor the activity and status of past dues accounts.
- Recognizing good performance, providing constructive performance feedback, and maintaining open communication.
Relationship Manager- Write Off
DEEM FINANCE
01.2022 - 04.2024
- Handling UAE & International Debt Collections Agencies
- Arranged for debt repayment or establish repayment schedules, based on customers' financial situations.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Persuaded customers to pay amounts due on credit accounts, damage claims, or nonpayable checks, or to return cheques.
- Conferred with customers by telephone or in person to determine reasons for overdue payments
- Located and monitored overdue accounts, using computers and a variety of automated systems.
- Answered customer questions regarding problems with their accounts.
Collections Manager – Front End
FIRST ABU DHABI BANK
03.2018 - 08.2021
- Bucket Manager Handling Fresh Flow Inventory for Credit Card Portfolio
- Operational Support on Debt Collections Both In-house & Agency Management
- Managing Predictive dialer system for collections & recoveries
- Contacting delinquent accounts by phone or visits in order to discuss pass due payments or legal requirements to make arrangements for deferred payment plans, for reschedule agreements or other visible options.
- Prepare and review collection reports to monitor the activity and status of past dues accounts considered for collections and ensure appropriate effort have been taken before assigning bad debts status to accounts.
Collections Supervisor
RAKBANK
10.2010 - 01.2018
- Operational Support on Debt Collections Both In-house & Agency Management
- Managing Predictive dialer system for collections & recoveries
- Monitoring and evaluating key performance indicators and metrics to analyze Collection Performance
- Handling incoming customers correspondence via letter, by e-mail or visits
- Handling Team for Backend Activities like Restructure, Settlement Plans & Clearance Letters
- Calling activity taken care for Low value Customers, Banking Customers, FD Customers and Overdue Customers
- Keep updated on new collection processes and technologies & recommended changes that could improve the efficiency
- Preparing reports and correspondence relative to collections, status of accounts and payment records.
- Support functions for projects like Mobicule, GSM gateway & unit champion for Core banking.
Manager – Front End
TELE ACCESS E SERVICES - BARCLAYS
08.2008 - 02.2010
- Program performance on the Predictive Dialer Platforms.
- Monitor the Lead Life Cycle and rate it's condition based on quality and quantity.
- Develop Predictive Dialer strategies; call detection handling settings, and record selection processes through System Administrators.
- Aid in the development of analysis reporting for Operations through IS reporting outputs and request protocols.
- Provide analysis on Call Center efficiency as it relates to dialer functionality and features.
- Map out disposition code assignments.
- Advise Lead Analysts of changes to Business Rules and Daily Download Processes.
- Communicate detail dialer downtime events to Operations and evaluate its overall impact to Month End targets.
- Act as CMU's dedicated Point of Contact to Operation leaders.
- Strategic reporting and analysis of data
- Maintaining the DNC on process end and NDNC.
- Interactive with Various vendors regards Business.
- Billing for various PRI vendors used for business
Assistant Manager – Dialer Manager
AEGIS BPO SERVICES
05.2006 - 07.2008
- Identifying prospective client for up selling & cross selling of products & services, ensuring accomplishment of individual and team targets.
- Managing customer service operations for rendering and achieving quality services; providing first line customer support by answering queries and resolving their issues.
- Actively involved in updating clients in new products & services with efficient call management for achieving customer service turnaround within set time frames; handling customer calls and maximizing customer satisfaction.
- Provide value added customer services by attending customer queries, issues and handling customer grievances for superior customer service.
- Managing customer service operations for rendering and achieving quality services by resolving customer complaints on performance bottlenecks
- Program performance on the Predictive Dialer Platforms.
- Develop Predictive Dialer strategies; call detection handling settings, and record selection processes through System Administrators.
Team Leader – Dialer Manager
24/7 CUSTOMER PVT LTD
02.2004 - 04.2006
- Execute dialer campaigns for the programs and responsible for the following services;
- Validate Download files were successfully loaded into the Predictive Dialer Systems.
- Responsible for creating, executing, and monitoring dialer campaigns.
- Make adjustments and changes to the Predictive Dialer Platforms in real-time to insure the highest level of productivity possible while insuring Compliance Regulations.
- Troubleshooting system problems and escalate unresolved problems through the proper channels.
- Communicate dialer performance analysis at given periods during campaign execution.
- Provide post campaign analysis
Customer Care Officer
CONVERGYS INDIA LIMITED
01.2002 - 02.2004
- Nature of a Customer Relationship Officer.
- Handling Outbound and Inbound Calls.
- Work also involved Telemarketing and Tele sales of Advertisements.
- Trained on Sales for USA’s best Independent Credit Card Company.
- Trained for American Accent, Culture, Values, Customer Service and Tele-Sales skills.
- Trained for telephone etiquettes.
Education
Bachelor of Commerce - Computer Applications
Albedo School of Business Management
Kerala India03-2013
Diploma - Computer Management
Aptech Education Center
India03-2002
Pre University - Commerce
Bangalore Education Board
India06-2001
National Apprenticeship Certificate - Engineering Turner Trade
Karnataka State Board
India02-2001
Skills
- Call center experience
- Risk management
- Credit and collections
- Skip tracing techniques
- Credit analysis proficiency
- Debt recovery expertise
- Financial reporting
- Portfolio management
- Goal oriented approach
- Credit reporting
- Decision-making
- Goals and performance
Certification
- CPR (CONSUMER PROTECTION REGULATION)
- CORE BANKING (CORE BANKING, FINACLE)
- PREDICTIVE DIALER SYSTEMS (AVAYA, ASPECT, TOUCHSTAR & GENESIS)
- DATA MIS (CITRIX, CRYSTAL REPORTS)
- COMPLIANCE (FRAUD, MONEY LAUNDRING)
- QUALITY (6 SIGMA BASIC TRAINING)
- EMERGENCY RESPONSE TEAM (ERT)
- BUSINESS CONTINUITY PLAN (BCP)
PERSONAL INFORMATION
ENGLISH, HINDI, KANNADA, TAMIL AND URDU.
Timeline
Assistant Manager – Collections & Recoveries
AAFAQ ISLAMIC FINANCE
05.2024 - Current
Relationship Manager- Write Off
DEEM FINANCE
01.2022 - 04.2024
Collections Manager – Front End
FIRST ABU DHABI BANK
03.2018 - 08.2021
Collections Supervisor
RAKBANK
10.2010 - 01.2018
Manager – Front End
TELE ACCESS E SERVICES - BARCLAYS
08.2008 - 02.2010
Assistant Manager – Dialer Manager
AEGIS BPO SERVICES
05.2006 - 07.2008
Team Leader – Dialer Manager
24/7 CUSTOMER PVT LTD
02.2004 - 04.2006
Customer Care Officer
CONVERGYS INDIA LIMITED
01.2002 - 02.2004
Bachelor of Commerce - Computer Applications
Albedo School of Business Management
Diploma - Computer Management
Aptech Education Center
Pre University - Commerce
Bangalore Education Board
National Apprenticeship Certificate - Engineering Turner Trade
Karnataka State Board
Declaration
Application to any Suitable job in your organization I hereby declare all the above details are true to my knowledge.
DATE : / / 2025
PLACE : DUBAI
MUBARAK KHAN