Collection Officer UAE Nationals

Position: Collection Officer UAE Nationals Only
Job Description:

ESSENTIAL DUTIES & RESPONSIBILITIES:

Portfolio Management & Recovery

• Manage an assigned portfolio of overdue student and client accounts, comprising approximately [ ] active accounts and AED [ ] in outstanding receivables, and be accountable for its ageing profile and recovery rate against agreed targets.
• Extract and validate overdue account data in coordination with the Accounts Receivable and Student Accounts sections, and determine the appropriate collection action for each account according to ageing band, balance, and payment history.
• Maintain and apply the follow-up cycle — contact schedule, escalation triggers, and standard correspondence — and recommend revisions to it based on observed recovery performance.
• Negotiate and approve payment arrangements within a delegated limit of up to AE D [ ] and up to [ ] installments; refer proposed arrangements beyond that limit to the reporting Manager with a documented recommendation.
• Recommend accounts for escalation — registration or transcript hold, referral to external collection, or write-off — supported by a documented recovery history and rationale. Approval of escalation and write-off rests with [ ].
• Maintain a balance between consistent follow-up and student and client satisfaction, exercising judgment on tone, timing, and channel appropriate to each case.

Records, Systems & Reporting

• Maintain complete and auditable records of all collection activity, commitments obtained, arrangements granted, and outcomes, in a form that withstands internal and external audit review.
• Ensure accurate and timely posting of student and client payments in the system, and perform daily register closing procedures.
• Prepare a monthly ageing and collection performance report — balances by ageing band, recovery rate, arrangements in place, and accounts at risk — with written commentary and recommended actions for management.
• Reconcile the assigned portfolio against the general ledger, investigate discrepancies with the Accounts Receivable section, and refer unresolved items with supporting analysis.

Advisory, Compliance & Service

• Act as the first point of contact for students, parents, and sponsors on overdue balances: explain fee structure, payment terms, and the consequences of non-payment; resolve routine disputes within policy and refer exceptions with a recommendation.
• Maintain current knowledge of University fee schedules, payment terms, refund rules, and applicable financial regulations, and advise students, clients, and colleagues accordingly.
• Ensure that all collection activity complies with University policy, applicable UAE regulations, and confidentiality requirements governing student financial data, and is conducted in a manner that protects the University’s reputation.
• Provide functional guidance to Collection Agents on process application and individual casework, and review their follow-up records for completeness and accuracy. This is procedural guidance only; the position carries no line-management or appraisal authority.
• Contribute to the improvement of billing and collection processes, and participate in the testing of related system changes.
• Be available for flexible shifts as required by management, particularly during the admission and peak billing periods.
• Perform other duties as assigned or required.

QUALIFICATIONS &

EXPERIENCE:

• Bachelor’s degree in Accounting, Finance, or a related field, with 4 years of directly related experience in receivables, collections, or student accounts, of which at least 1 year involved independent casework and negotiation of payment arrangements.
• A Diploma in a related field with 6 years of directly related experience may be accepted in substitution for the degree.
• Experience in a higher education or…