Senior Executive, Consumer Collections

Location:

Subang Jaya, MY, 47500

Category: Permanent

Facility: 3244

JOB DESCRIPTION

1.	JOB TITLE	Senior Executive Consumer Collections		GRADE : I
2.	NAME
3.	REPORTING RELATIONSHIPS	JOB TITLE	FOR
3.1	REPORTS DIRECT TO
		Default Bucket Collection Supervisor; Auction Sales Collections Supervisor; or Hardcore Collections Support Supervisor; or NPL Collection Manager; or Head of Consumer Collections – Secured Lending, as indicated in Connexion reporting line matrix or as instructed in the transition	Approval of Matters provided under AA Direction on Collections Related Matters Approval for Customers’ Related Matters
3.2	REPORTS INDIRECTLY TO
		Head of Consumer Collections – Secured Lending, or Head of Consumer Collections Banking Risk, whichever applicable as indicated in Connexion reporting line matrix or as instructed in the transition	~ As Above~
3.3	DIRECT REPORTS

		NIL	-




3.4	INDIRECT REPORTS	NIL	-
4	JOB PURPOSE	Effectiveness Core Objectives 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

5

CONTRIBUTES TO

Reduction of NPL inventory
Recoveries of Specific Provision and Interest In Suspense
Department Cost Saving
Audit Compliance

Internal Process Improvement in Collections

6

KEY RESPONSIBILITIES

Effectiveness

To perform duties as below described:-

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

6

KEY RESPONSIBILITIES

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.

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.

7.0

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

Purpose of Contact

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

Formally appointed external parties by borrower(s)/ Power of Attorney

External solicitor
3rd party

Formally appointed by Court Order

Next of Kin for deceased borrowers

Based Case on Case Written Consent Obtained:

Internal Auditors

External Auditors
BNM Official