Analyst, Collection Specialist (Back End), Consumer Credit Risk, Risk Management Group

Job Objective

 To maximise the recovery of past due outstanding by taking effective and persistent collection actions against past due account holders.

Job Responsibility

• Contact 90 to 150 days past due and cancelled account holder for payment and containing flow of these delinquent accounts from being charged off at 180 days. Must be firm in this final effort to collect payment from the delinquent customer.
• Review and recommend account for legal action and/ or exercise rights of set-off in accordance to Bank’s Terms and Conditions, as appropriate.
• Provide customer with sufficient information and the appropriate means to make payment to the Bank.
• Review customers’ profile and introduce the most effective collection actions.
• Negotiate payment schedules that will ensure maximum profitability and minimum risk exposure to the Bank.
• Follow up with past due customers via various communication mechanisms such as telephone, sms, email and letters.
• Promptly escalate irregular cases to team leader for advice and direction.
• Meet or exceed customer’s expectation by offering solutions to genuine default cases.
• For cases with no valid contact number, collectors will try to contact the joint borrower (if any), search for alternative sources such as contact number from other related products, etc.
• Review and recommend for repayment plan or composite settlement arrangement with customer that has shown sign of hardship or financial distress.
• Provide administration work related to collection such as updating delinquent account history, updating change of customers’ data, accepting payment instruction, adjustment to payment apportionment, reversing charges, sending duplicate statements/letters, collation of MIS data etc.
• Exercise due diligence in compliance and control in minimising risk exposure of the Bank.

Requirements

• Degree/Diploma holder with 2 to 3 years’ experience.
• Highly motivated team player with relevant experience.
• Able to manage difficult customers & situations independently.
• Excellent interpersonal and communication skills.
• Good analytical and decision-making skills.
• Possess knowledge or aptitude to pick up features of different consumer credit products.
• Experience in customer service, telemarketing and call centre with knowledge in legal process will be added advantage.
• Proficient in Microsoft Office applications.

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