Job Description
JOB DESCRIPTION
| JOB TITLE | Senior Executive, Consumer Collections |
| JOB PURPOSE | Effectiveness Core Objectives - Achieve Bank’s NBD, NPL inventory, delinquency and cost targets
- Achieve targets formalized through Individual Performance Plan – “IPP”
- Achieve performance scorecard established, where applicable
- Delivery of any assignment(s) assigned from time to time
Audit & Compliance - Ensure compliance to Bank Negara Malaysia GP3 guidelines , Fair Debt Practice, Banking & Financial Act and Collections Operation Manual as well as any other job related manuals at all times when discharging duties
Reporting, MIS etc. - Ensure timely deliverable of reports, MIS etc.
- Ensure factual correctness and accuracy of all outward deliverables
- Regular feedback to business or any related departments on services/ process/ practices and credit issues in support of the Bank’s activities
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| KEY RESPONSIBILITIES | Effectiveness Default Bucket Collection Function - Ensure optimum coverage of accounts under portfolio assigned
- Correctly advise borrowers on amount to pay
- Correctly advise borrowers on the repercussions of defaulting
- Correctly advise borrowers on availability of options to pay such as below (not limited), where applicable:
- Payment Arrangement vide Postdated Cheques;
- Debt Rescheduling Program;
- Availability of AKPK;
- EPF Withdrawal;
- Disposal of Collateral Pledged.
- Adhere to the Bank’s Processes & Practices in handling :-
- Customer’s request
- Customer’s complaint
- Bankrupt Account
- Deceased Account
- Customer’s Cheques (Clearance / Withholding)
- Ensure timely issuance of instruction to discontinue/ withholding legal action
- Ensure processes on Full & Final Settlement are complied, where applicable
- Add point Categorize accounts to be sent for field visit , skip tracing i.e. un contactable, avoiding, runaway cases
- Early detection of potential risk accounts such as First Payment Default accounts, straight flow accounts (no payment for consistently 2 months upon loan disburse)
- Educate customer on their payment due date and consequences of late payments which leads to poor central bank credit bureau reporting
- Able to cross check on other facilities with the bank for additional info or contra payment where applicable
Front End Collections Support & Inbound Functions - Attend to all inbound calls vide Collections general line within promptly
- Updates all cheques received into DMS within the same day
- Updates all inward letters, faxes etc into DMS within the same day
- Perform signature(s)’ verification of all documents sent by borrowers
- Updates all inward letters, faxes etc into DMS within the same day
- Raise maintenance all requests for (post verifications) :-
- Change of contact info
- Appointment of 3rd party to make enquiry into account
- Deceased Status updating
- Bankrupt Status updating
- Attend to all documentary requests for borrowers such as statement, duplicate security documents etc.
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| KEY RESPONSIBILITIES | - Ensure chargeable services are charged to borrower(s) account(s)
- Coordinate all employee engagement functions
- Attend to the end to end process in relation to BAU loan repricing request
- Attend to all request for Credit File Extraction and ensure tracking as well as subsequent repatriation to warehouse
- Support all projects driven exercise in terms of issuance of letters, checking, verifying and basic customer service calls.
Generic Functions - Ensure timely deliverable and follow thru of actionables promised to borrowers
- Ensure operational “fallout” by staffs are counseled and escalated to HR, where established trigger has been breached
- Ensure borrowers’ complaints are placed on priority for closure
- Ensure system maintenance forms are correctly raised in respect to each situation attended
- Delivery of any assignment(s) assigned from time to time
Audit & Compliance - Ensure speedy closure of audit actionables, within given deadline
- Ensure agreed corrective measures are acted on and followed thru
- Engage in Collections Process and Practice’ review by providing feedback and recommendation with the view to close operational gaps and minimize operational grey areas, if any
- Contribute to the Collections Manual, by actively participating in the updating of the same
OTHER DUTIES Adhoc reporting and other duties assigned by the Management from time to time. |
| KEY RELATIONS (INTERNAL & EXTERNAL) | Working Relations Regular Contacts Internal - Staff of Collections
- Staff of Contact Centre
- Branch staff
- IS staff
- Staff of Credit Operations (CAH)
- Internal Auditors
| Nature of Purpose - For uniform collection strategies and procedures
- For feedback and resolving customer issues
- Credit information and feedback on collections
- To clarify and resolve customer issues for mutual interest
- To provide feedback on the existing delinquent portfolio
- To provide relevant information/data relating to legal proceedings for successful completion of audit exercise
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| External - Panel Solicitors
- Panel Valuers
- Panel Real Estate Agents
- Land Office Staff
- Court Staff
- Panel Auctioneers
- System Administrators
- Successful Bidder
- MRTA Insurer
- External solicitor
- 3rd party
- Next of Kin for deceased borrowers
- Internal Auditors
- External Auditors
- BNM Official
| Nature of Purpose - Conferring on legal action taken or to be taken
- To build rapport and exchange of legal knowledge on the latest development in Banking Laws
- Attending auction fixed
- System matters
- Settlement of balance purchase price & bills procurement
- Follow up on MRTA proceed
- All matter authorized
- Debts of the deceased, as provided in the order
- Facilitate in internal audit process
- Facilitate in external audit process
- Providing update to BNM official or attending meeting in BNM
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| EXPERIENCE/KNOWLEDGE REQUIRED | Skills - Good Negotiation Skill
- Product knowledge
- Good Computer knowledge
- People & Conflict Management
Knowledge - Malaysian Legal System in particular banking law & litigation
- Risk & Compliance
Experience |
