Senior Executive, Consumer Collections

Effectiveness

To perform duties as below described:-

      Default Bucket Collection Function

1. Ensure optimum coverage of accounts under portfolio assigned
2. Correctly advise borrowers on amount to pay
3. Correctly advise borrowers on the repercussions of defaulting
4. Correctly advise borrowers on availability of options to pay such as below (not limited), where applicable:

• Payment Arrangement vide Postdated Cheques;
• Debt Rescheduling Program;
• Availability of AKPK;
• EPF Withdrawal;
• Disposal of Collateral Pledged.

5. Adhere to the Bank’s Processes & Practices  in handling :-

• Customer’s request
• Customer’s complaint
• Bankrupt Account
• Deceased Account
• Customer’s Cheques (Clearance / Withholding)

6. Ensure timely issuance of instruction to discontinue/ withholding legal action
7. Ensure processes on Full & Final Settlement are complied, where applicable

8. Add point Categorize accounts to be sent for field visit , skip tracing i.e. un contactable, avoiding, runaway cases
9. Early detection of potential risk accounts such as First Payment Default accounts, straight flow accounts (no payment for consistently 2 months upon loan disburse)
10. Educate customer on their payment due date and consequences of late payments which leads to poor central bank credit bureau reporting
11. Able to cross check on other facilities with the bank for additional info or contra payment where applicable

      Front End Collections Support & Inbound Functions

1. Attend to all inbound calls vide Collections general line within promptly
2. Updates all cheques received into DMS within the same day
3. Updates all inward letters, faxes etc into DMS within the same day
4. Perform signature(s)’ verification of all documents sent by borrowers
5. Updates all inward letters, faxes etc into DMS within the same day
6. Raise maintenance all requests for (post verifications) :-

• Change of contact info
• Appointment of 3rd party to make enquiry into account
• Deceased Status updating
• Bankrupt Status updating

       7. Attend to all documentary requests for borrowers such as statement, duplicate security documents etc

       8. Ensure chargeable services are charged to borrower(s) account(s)

       9. Coordinate all employee engagement functions

     10. Attend to the end to end process in relation to BAU loan repricing request

     11. Attend to all request for Credit File Extraction and ensure tracking as well as subsequent repatriation to warehouse

     12. Support all projects driven exercise in terms of issuance of letters, checking, verifying and basic customer service calls.

Generic Functions

1. Ensure timely deliverable and follow thru of actionables promised to borrowers
2. Ensure operational “fallout” by staffs are counseled and escalated to HR, where established trigger has been breached
3. Ensure borrowers’ complaints are placed on priority for closure
4. Ensure system maintenance forms are correctly raised in respect to each situation attended
5. Delivery of any assignment(s) assigned from time to time

Audit & Compliance

1. Ensure speedy closure of audit actionables, within given deadline
2. Ensure agreed corrective measures are acted on and followed thru 
3. Engage in Collections Process and Practice’ review by providing feedback and recommendation with the view to close operational gaps and minimize operational grey areas, if any
4. Contribute to the Collections Manual, by actively participating in the updating of the same

OTHER DUTIES

Adhoc reporting and other duties assigned by the Management from time to time.

EXPERIENCE/KNOWLEDGE REQUIRED

Skills  

• Good Negotiation Skill
• Product knowledge
• Good Computer knowledge
• People & Conflict Management

Knowledge

• Malaysian Legal System in particular banking law & litigation
• Risk & Compliance

Experience

• Collections
• Legal