(UAE Nationals only) Senior Collections Officer-Retail Home loan collection – Emirati segment.Credit Management – Mashreq

Mashreq is hiring a Senior Collections Officer for its retail home loan collections team, focused on the Emirati customer segment, within the bank’s Credit Management function. The role is open to UAE Nationals only. Mashreq is one of the UAE’s oldest privately owned banks, with a long history in corporate, retail and digital banking and a presence across the region and in international financial centres.

As the posting describes it, the purpose of the role is to manage a portfolio of delinquent home loan accounts and take appropriate collection actions to recover arrears and bring customer accounts back in line with agreed lending terms. In practice, that means contacting customers who have fallen behind, understanding why, agreeing realistic repayment plans, monitoring promises to pay, and escalating accounts that need restructuring, legal action or other measures in line with the bank’s policies.

Mortgage collections are different from unsecured collections. The balances are larger, the customers are often long-standing, and the stakes are high, because a home is involved. Good collectors combine firmness with empathy: they protect the bank’s interests while treating customers fairly and looking for solutions that keep them in their homes where possible. Familiarity with UAE consumer protection regulations and the bank’s fair treatment standards is important.

You will also handle documentation, keep accurate notes on every account and contact, track portfolio performance against targets, and work with credit, legal and customer service colleagues. The role suits a UAE National with collections or retail banking experience who communicates well in Arabic and English and can handle sensitive conversations with professionalism and respect.

Home loans are among the largest exposures in a retail bank's portfolio, so effective collections have a direct effect on credit losses, provisions and capital. Recovering arrears early, before accounts slide into later delinquency stages, is far cheaper than dealing with defaults, legal action or property enforcement. A skilled senior collections officer reduces roll rates, improves cure rates and protects the bank's balance sheet. The role also matters for customer relationships and reputation. Many customers in arrears are dealing with temporary hardship, such as a job change, a medical issue or a business setback. Handling those situations fairly and finding workable solutions keeps customers in their homes, preserves long-term relationships and supports the bank's standing with regulators and the community. Within the Emirati segment, where trust and personal relationships carry particular weight, culturally sensitive collections work is especially important. Accurate documentation and adherence to policy also protect the bank in case of disputes or regulatory reviews.

Secured collections is a specialised area of retail credit that combines financial knowledge, negotiation and people skills. Experience managing a home loan portfolio gives you a strong understanding of mortgage products, credit risk behaviour and the tools banks use to manage delinquency, which is valuable across retail credit, risk and customer remediation functions. Working at Mashreq gives you exposure to a well-established bank with mature credit processes and a strong focus on digital transformation, which is useful context for future roles. Common progression paths include team leader or supervisor in collections, recovery and restructuring specialist, credit risk analyst, portfolio manager or broader retail credit management positions. Because the role is open to UAE Nationals and supports the bank's Emiratisation commitments, it is also a strong platform for building a banking career with visibility and development opportunities. The communication skills you develop, especially handling sensitive conversations with calm and respect, are transferable to relationship management, customer experience and leadership roles. You will also learn to work to targets, manage your own portfolio and analyse performance trends, building the discipline that senior roles require. For a UAE National interested in credit and customer-facing finance, this role offers meaningful responsibility and a clear path forward within the banking sector.

• UAE National (this role is open to UAE Nationals only)
• Bachelor’s degree or diploma in business, finance or a related field
• Experience in retail banking collections, preferably secured lending such as home loans or auto loans
• Understanding of mortgage products, delinquency stages and restructuring options
• Knowledge of UAE banking regulations and fair treatment of customers standards
• Strong negotiation skills and ability to agree realistic repayment plans
• Excellent spoken Arabic and English
• Accurate record keeping and familiarity with collections systems
• Professional, empathetic approach to sensitive financial conversations