Collector, Impaired Portfolio (HP / Mortgage / RSME / Unsecured)

Overview

Responsible for performing collection dunning to delinquent customers with the aid of collection tools and scripting to minimize flow through, delinquency and impairment in achieving the business objectives. Handles incoming calls related to collections matters (negotiation, inquiries and complaints).

Responsibilities

• Perform phone dunning activities on all delinquent / impaired customers assigned with adherence to the approved Collections Script to meet business goals and objectives.
• Successfully work on accounts as per guideline requirements set in collections system.
• Manage portfolio appropriately towards target setting.
• Render full support towards team performance.
• Ensure daily, weekly, and monthly KPIs are met.
• Avoid operational losses.
• Adhere to the call quality requirement.
• Attend to customers’ inquiries, complaints and proposals verbally or in writing within the stipulated turnaround time (TAT).
• Prepare proposals for resolution and recovery (R&R), compromised settlement, payment proposals, or decisions without legal action on a case-by-case basis.
• Provide quality service and service excellence at all times.
• Ensure satisfactory ratings on all audit reviews.
• Highlight suspicious or new account behavior to Unit Manager to mitigate fraud.
• Ensure the portfolio assigned is attempted within the time frame set by the Manager.
• Attend ad hoc tasks / assignments given by Management.
• Ensure compliance with internal policies and procedures, Bank Negara guidelines and regulations (e.g., FSA / IFSA 2013, Fair Debt Collection, PDPA, etc.).
• Attend all relevant training (including E-learning) for personal development and to broaden technical / behavioral skills relevant to the job.

Qualifications

#J-18808-Ljbffr