Moustafa Hashem

Oversees the collections process for the company by assigning professionals to collect unpaid invoices.

Collections & Operation Manager - TASWIA DEBIT COLLECTIONS COMPANY - Dammam, KSA

(2023-09)

Oversees the collections process for the company by assigning professionals to collect unpaid invoices.

• Review and evaluate delinquent accounts
• Handle customer complaint and VIP customers
• Creating and implementing strategies to increase the number of successful collections on outstanding debt
• Determining appropriate action taken according to the company polices & legal requirement
• training & monitoring Team leaders in all branches
• Insuring all staff are following Taswia value and behavior

Regional Collections Assistant Manager - HSBC, GSC - Cairo, Egypt

(2022-06 - 2023-08)

• training and evaluating staff members
• Monitoring staff performance and take the necessary action to improve portfolio performance through MIS reporting, scorecards and account level review
• Manage UAE, Oman, Bahrain and Egypt portfolios
• audit unpaid accounts and take necessary actions
• audit random calls and high risk calls for quality and training propose
• following up and approve settlements
• ensuring staff following HSBC value and behavior
• handle complaints and escalations
• audit and approve manual vouchers
• Handling the tasks of leading and developing a productive, highly motivated team of collections representatives

Collection Manager - Real Move Real Estate - New Cairo, Egypt

(2019-02 - 2020-10)

As a collection manager, I was responsible for overseeing the collection of outstanding credit and invoices to minimize profit loss while ensuring it is handled appropriately and per company policy.

• Coordinating activities of staff members to ensure a smooth and efficient system that minimizes the chances of overlooking cases
• Creating and implementing strategies to increase the number of successful collections on outstanding debt
• Liaising with external legal team to facilitate the collection on potentially recoverable delinquent accounts through police cases and lawsuits
• Recruiting, hiring, training and evaluating staff members within the collections department to ensure a sufficient number of qualified staff members are available to handle the workload

Agency Relationship Manager, Retail Collections - Emirates National Bank of Dubai (ENBD) - Dubai, U.A.E

(2018-01 - 2018-12)

As a manager, I was in charge of overseeing all collection aspects for ENBD 200M+ accounts receivable portfolio (flows) across three collection sites (30+ for all retail products).

• Creating, developing and implementing new operational strategies such as benchmarking & champion/challenger processes to drive better results in the channels
• Devising and implementing strategic measures at agencies to achieve budgeted loss target
• Ensuring proper succession planning by implementing reviews on collections performance, developing and implementing strategic collections operating plans and optimizing program operations (structure, processes, and tools)
• Monitoring agencies and initiating strategic enhancements to improve portfolio performance through MIS reporting, scorecards and continuous audits of accounts and workflows
• Initiating settlements/ Restructuring on delinquent accounts
• Liaising with Inhouse legal team to facilitate the collection on potentially recoverable delinquent accounts through police cases and civil lawsuits
• Assigning U.A.E national accounts to Ministry of Presidential Affairs for review, settlement and finally closure of the accounts
• Creating and maintaining reports to monitor collections goals and improve performance, as by reviewing daily/weekly/monthly collection performance and identifying trends and opportunities for improvement
• Actively getting involved in launching collection campaigns on monthly basis to enhance collection performance of agencies across U.A.E to exceed the management expectations

Collection Team Leader, High Provision Buckets - Emirates NBD - Dubai, United Arab Emirates

(2014-04 - 2017-12)

As a team leader, I provided leadership and support to my Collection team to deliver end-to-end high performance. I ensured team and business goals are achieved by constantly assessing performance, identifying areas of improvements, and implementing changes whenever necessary.

• Handling the tasks of leading and developing a productive, highly motivated team of collections representatives
• Updating daily activities to the collection support manager and providing assistance to management and collections team
• Handling the tasks of monitoring staff and addressing debtor disputes
• Handling bank statement interface on accounts, queries, complaints and disputes
• Handling the tasks of entering correspondence onto in-house debt collection system "case flow" and to action accounts accordingly
• Performing research on overdue account balance that is fully or partially unpaid and following up by mail and/or phone on customers' delinquent payments
• Handling the tasks of reviewing claims denied for payment and underpaid claims (DDS, PDC, CDM)
• Coordinating collection activities for Fleet Loans and Corporate facilities and coordinating with multiple departments for follow-ups on payments and VIP customers
• Maintaining up-to-date and accurate information regarding collection activities on accounts
• Handling late provision buckets for accounts before write-offs
• Ensuring coaching, mentoring and performance feedback are provided to all staff on a regular basis to achieve maximum team performance
• Keeping the Collection management informed of recurring issues and handling all duties as directed by collection management

Sales Agent - Emirates National Bank of Dubai (NBD) - Dubai, U.A.E

(2011-06 - 2014-06)

As a sales agent, I made sure I went the "extra mile" to meet sales quota and facilitate future sales

• Contacting potential or existing customers to promote products and/or services using scripts
• Answering questions about products and/or the company
• Asking questions to understand customer requirements and close sales
• Directing prospects to the field sales team when needed
• Entering and updating customer information in the database
• Taking and processing orders accurately
• Handling customers' grievances to preserve the company's reputation
• Keeping records of calls and taking notes of useful sales information

Recovery Executive - Emirates National Bank of Dubai (NBD) - Dubai, U.A.E

(2007-07 - 2011-06)

As a recovery executive, I was responsible for delinquency accounts on home, car and personal loans, starting from early stages to back-end levels.

• Blocking and unblocking of delinquent accounts
• Following with human resources of customers' employers regarding end-of-service benefits and employment status
• Collecting necessary information and analyzing default cases in order to seek approval and initiate appropriate actions
• Preparing settlement plans for customers based on proper analysis of their financial position
• Submitting periodical MIS reports to update the Unit Management and enable decision making
• Sustaining customer relationship with the organization
• Training new staff in collection about how to handle all the above in competency and professionally manner
• Achieving assigned recovery targets in order to contribute to the bank's financial performance
• Preparing manual voucher to debit/ Credit/ reversal/ maintenance for the accounts
• Assigning the accounts who qualify and send them for either restructuring or rewrite basis the installment plans to ensure customer satisfaction and to reduce delinquency where applicable

Recovery Executive - Abu Dhabi Commercial Bank (ADCB) - Dubai, U.A.E

(2006-08 - 2007-07)

As a recovery executive, I was responsible for handling over-limit credit cards for all ADCB card holders in U.A.E.

• Handling collection for cards (past due for 91 days and above) over 4 months to the date for all ADCB card holders in U.A.E
• Training newly hired staff for collection
• Frequently carrying out field visits and investigations for non-contactable clients
• Assisting team leaders in preparing and analyzing reports of collection department for submission to Abu Dhabi head office
• Providing accurate forecast on delinquency and performance of credit card account portfolios
• Collecting due payments through follow-up with customers via phone, emails and field visits
• Tracing un-contactable customers through checking file copies and making international calls to their home country

Sales Supervisor - Concord Fashion for Men - Alexandria, Egypt

(1998 - 2003)

As a sales supervisor, I was responsible for ensuring all customers receive a professional and exceptional service at all times to guarantee the repetition of business and achieve maximum target.

• Ensuring the sales staff deliver excellent service and uses available resources to handle Problems related to customers' gift vouchers, refunds, and exchanges and alterations
• Providing feedback to the head office on issues related to product catalogue to ensure that

Bachelor's Degree - Accounting - Cairo University