Job Description
JOB TITLE
Senior Executive, Consumer Recoveries
GRADE : I
NAME
REPORTING RELATIONSHIPS
JOB TITLE
FOR
3.1
REPORTS DIRECT TO
VP, Consumer Remedial and Recoveries
- To maximize the recovery effort and to achieve the target set by the management.
- Providing support in day to day recoveries activities.
3.2
REPORTS INDIRECTLY TO
Head, Consumer Remedial and Recoveries
- To maximize the recovery effort and to achieve the target set by the management.
- Providing support in day to day recoveries activities.
3.3
DIRECT REPORTS
Nil
3.4
INDIRECT REPORTS
Nil
4
Job Purpose
To manage and control charge off for consumer recoveries (Personal Loan, Personal Financing-i, Hire Purchase, Hire Purchase-i, Credit Card and Mortgage)
5
Key Responsibilities
- Monitor charged off accounts and ensure timely follow-up.
- Negotiate with customers on the settlement or payment arrangement to cover the outstanding balance.
- Attend to walk-in customers to discuss on repayment scheme.
- Identify accounts to be sent for field visit / ECA (from in-house) if required besides auto assignment.
- Prepare customers settlement proposals.
- Liaise with Fraud Management Unit and Contact Centre pertaining to the fraud cases and change of customers information respectively.
- Check and prepare a credit refund to the customers.
- Send statement of account to customers upon request.
- Prepare release letters to customers who have settled their accounts upon request.
- Liaising with solicitor/legal team for an ongoing legal action.
- Review customer profile and instruct legal team for further legal action.
- Handle inquiries from customers, ECAs, branches or contact centre on all recoveries related issues.
- Liaise with AKPK Unit on AKPK charged off customers related matter if required.
- Reconcile SCMO and make necessary reversal.
- Liaising with Branch on the acceptance of payment through counter.
- Ensure the CCRIS status is updated upon full settlement.
- Reverse dividend payment from JIM account if required.
- Reverse garnishee sum from Collections IBG account if required.
Other Duties
- Adhoc reporting and other duties assigned by Line Supervisor from time to time.
KEY RELATIONS
Working Relations
(INTERNAL & EXTERNAL)
Regular Contacts
Nature of Purpose
Internal
- Branches
- All matters pertaining to the day-to-day operations & inquiries on Consumer Recoveries.
- Admin Department
- Legal Team
- Day-to-day operational issues pertaining to Consumer Recoveries.
- Instruct/ recommend for further legal action
External
- ECAs
- Panel solicitors
- On Recovery Issues
- For confirmation of legal status, outstanding bills and file closure.
CONTRIBUTES TO
- To minimize provisions and to maximize the recoveries.
AUTHORITIES
Nil
9
Skills
EXPERIENCE/KNOWLEDGE REQUIRED
- Presentation and communications
- Time management
- Flexibility of change
- Proactive / initiative
- Negotiation
- Job Knowledge
- Job skills
- Computer ie office software
- Customer service
- Quality
- Interaction
- Problem Solving / Decision Making / Analytical Thinking
Knowledge
- SPM/A basic general diploma/degree or relevant experience in Credit Management.
Experience
Nil
SCOPE MEASURES
APPROVAL PROCESS
SIGNED
DATE
JOB HOLDER
IMMEDIATE SUPERIOR
DEPT HEAD
