Executive - Personal Financial Services Credit (Collection - Mortgage)

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Job Description

Functional

• To perform collection activities on worklist being assigned
• To achieve the monthly target given ie. Individual and team target
• To meet the daily productivity and call quality requirement
• To escalate accounts to Team Leaders or Manager for 3P searches, Site-Visitation and relevant waiver
• To escalate to Team Leader or Manager on any problematic, potential complain or newly received complain and manage all those cases within TAT
• To assist team leader to conduct post-mortem on problematic/ complain cases
• To ensure all collection activities are updated into the collections system accurately and in timely manner
• To be self-reliant and be pro-active on uncontactable, run-away cases, bankruptcy, dispute cases and on any suspicious activity accounts and work together with Team Lead/ Manager to resolve matter amicably
• To check CIF to conduct earmark / set-off on delinquent accounts
• To be able to recommend any debt relief program (R&R) or AKPK to help deserving customers & workout the debt situation with view to lighten their financial burden
• To recommend any waiver of late charges/fees as per the approval authority matrix and criteria for deserving customers
• To meet-up with walk-in customers and discuss over repayment proposal if any
• To ensure strict adherence to all policies, procedures, BNM guidelines, compliance, information security etc
• To carry out any other duties assigned by Management from time to time
• Where applicable, to stand-in as relief for team leader to monitor clerical(s), SGC(s) and/or executive(s)