Negotiator, CCO - SCR Recovery MY

Business Performance and Management

• Perform phone dunning activities on all R&R delinquent / impaired customers assigned with adherence to the approved Collection Script to meet business goals and objectives.


• Successfully work on accounts as per guideline requirements set in collection system. 


• Ensure the portfolio assigned are attempted within the stipulated time set by manager 


• To manage portfolio appropriately towards target setting.


• To render full support towards team performance 


• All customers enquiries are to be attended within 24 hours


• Prepare proposal for R&R, Compromised Settlement, payment proposal & etc. 


• Ensure daily, weekly, monthly KPIs are met


• Ensure timely litigation are instituted. 


• Ensure the legal action has withhold/suspended if the account met the foreclosure treatment criteria


• Provide workable resolution to customers enquiries


• Avoid Operational Losses 


• Assist Team Manager/Unit Manager on any ad-hoc projects 

People Management

• Liaise with Manager on customers’ issues.

Regulatory Compliance

• Ensure satisfactory rating on all audit reviews.


• Ensure compliance of internal policy and procedures, Bank Negara guidelines and regulation, i.e. FSA /IFSA 2013, Fair Debt Collection & etc.

Highlight suspicious and new account behavior to Team Manager to mitigate fraud.