Achieve Bank’s NBD, NPL inventory, delinquency and cost targets
Achieve targets formalized through Individual Performance Plan – “IPP”
Achieve performance scorecard established, where applicable
Delivery of any assignment(s) assigned from time to time
Audit & Compliance
Ensure compliance to Bank Negara Malaysia GP3 guidelines , Fair Debt Practice, Banking & Financial Act and Collections Operation Manual as well as any other job related manuals at all times when discharging duties
Reporting, MIS etc.
Ensure timely deliverable of reports, MIS etc.
Ensure factual correctness and accuracy of all outward deliverables
Regular feedback to business or any related departments on services/ process/ practices and credit issues in support of the Bank’s activities
KEY RESPONSIBILITIES
Effectiveness
Default Bucket Collection Function
Ensure optimum coverage of accounts under portfolio assigned
Correctly advise borrowers on amount to pay
Correctly advise borrowers on the repercussions of defaulting
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.
Adhere to the Bank’s Processes & Practices in handling :-
Customer’s request
Customer’s complaint
Bankrupt Account
Deceased Account
Customer’s Cheques (Clearance / Withholding)
Ensure timely issuance of instruction to discontinue/ withholding legal action
Ensure processes on Full & Final Settlement are complied, where applicable
Add point Categorize accounts to be sent for field visit , skip tracing i.e. un contactable, avoiding, runaway cases
Early detection of potential risk accounts such as First Payment Default accounts, straight flow accounts (no payment for consistently 2 months upon loan disburse)
Educate customer on their payment due date and consequences of late payments which leads to poor central bank credit bureau reporting
Able to cross check on other facilities with the bank for additional info or contra payment where applicable
Front End Collections Support & Inbound Functions
Attend to all inbound calls vide Collections general line within promptly
Updates all cheques received into DMS within the same day
Updates all inward letters, faxes etc into DMS within the same day
Perform signature(s)’ verification of all documents sent by borrowers
Updates all inward letters, faxes etc into DMS within the same day
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
Attend to all documentary requests for borrowers such as statement, duplicate security documents etc.
KEY RESPONSIBILITIES
Ensure chargeable services are charged to borrower(s) account(s)
Coordinate all employee engagement functions
Attend to the end to end process in relation to BAU loan repricing request
Attend to all request for Credit File Extraction and ensure tracking as well as subsequent repatriation to warehouse
Support all projects driven exercise in terms of issuance of letters, checking, verifying and basic customer service calls.
Generic Functions
Ensure timely deliverable and follow thru of actionables promised to borrowers
Ensure operational “fallout” by staffs are counseled and escalated to HR, where established trigger has been breached
Ensure borrowers’ complaints are placed on priority for closure
Ensure system maintenance forms are correctly raised in respect to each situation attended
Delivery of any assignment(s) assigned from time to time
Audit & Compliance
Ensure speedy closure of audit actionables, within given deadline
Ensure agreed corrective measures are acted on and followed thru
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
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.
KEY RELATIONS
(INTERNAL & EXTERNAL)
Working Relations
Regular Contacts
Internal
Staff of Collections
Staff of Contact Centre
Branch staff
IS staff
Staff of Credit Operations (CAH)
Internal Auditors
Nature of Purpose
For uniform collection strategies and procedures
For feedback and resolving customer issues
Credit information and feedback on collections
To clarify and resolve customer issues for mutual interest
To provide feedback on the existing delinquent portfolio
To provide relevant information/data relating to legal proceedings for successful completion of audit exercise
External
Panel Solicitors
Panel Valuers
Panel Real Estate Agents
Land Office Staff
Court Staff
Panel Auctioneers
System Administrators
Successful Bidder
MRTA Insurer
External solicitor
3rd party
Next of Kin for deceased borrowers
Internal Auditors
External Auditors
BNM Official
Nature of Purpose
Conferring on legal action taken or to be taken
To build rapport and exchange of legal knowledge on the latest development in Banking Laws
Attending auction fixed
System matters
Settlement of balance purchase price & bills procurement
Follow up on MRTA proceed
All matter authorized
Debts of the deceased, as provided in the order
Facilitate in internal audit process
Facilitate in external audit process
Providing update to BNM official or attending meeting in BNM
EXPERIENCE/KNOWLEDGE
REQUIRED
Skills
Good Negotiation Skill
Product knowledge
Good Computer knowledge
People & Conflict Management
Knowledge
Malaysian Legal System in particular banking law & litigation
