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Overview
The Collections team is responsible for ensuring the smooth and consistent management of all day-to-day inbound and outbound operations to meet established service level and quality standards. This involves leading and driving team members to achieve all individual and group collections targets, while demanding an independent, self-driven, and positive approach from all incumbents. Crucially, the team must uphold strict compliance with BNM guidelines and all internal bank policies/procedures throughout their duties. This role will report to managers in Consumer Collections.
Key Responsibilities and Accountabilities
- Collections Performance & Strategy: To formulate the day-to-day collections strategy and continuously analyze results to ensure the team meets the monthly projected targets.
- Daily Collections Execution:To perform collection activities on assigned accounts/worklists daily, obtaining promise to pay and utilizing phone, SMS, email, and legal strategies to reduce delinquency rate.
- Account Analysis & Reporting:To analyze daily results and present findings (cause, impact, and next steps) during the daily Collections Meeting, including providing account insights for collection strategies.
- Team Coaching & Development:To ensure that coaching is consistently done with team members to drive individual improvement and skill enhancement.
- Critical Account Management & Investigation:To be independent and proactive in managing uncontactable, run-away, bankruptcy, dispute cases, and suspicious activity accounts, escalating or working with the Team Lead/Manager to resolve matters amicably.
- Dispute & Complaint Resolution:To proactively manage potential complaints before escalation and to escalate/manage all new, problematic, or potential complaints to the appropriate manager, ensuring all cases are handled within the Turnaround Time (TAT).
- Compliance & Data Integrity:To ensure all collection activities are updated into the collections system accurately and in a timely manner and to consistently meet the required call quality benchmark.
- Debt Resolution & Relief Programs:To recommend or approve waiver of late charges/fees according to the approval authority, and to recommend official debts relief programs (R&R/AKPK) to help deserving customers ease their financial burden.
Jobholder Requirement
Malaysian citizen
- Degree holder with Business Management, Communications, Accounting related field
- Fresh Graduate for Callers or 2 years experience in leading a Collections team in banking or non- banking related industry
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