1.

JOB TITLE

Senior Executive, Consumer Recoveries

GRADE : I

2.

NAME

3.

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

1. Adhoc reporting and other duties assigned by Line Supervisor from time to time.

6.

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.

7.

CONTRIBUTES TO

• To minimize provisions and to maximize the recoveries.

8.

AUTHORITIES

Nil

9

EXPERIENCE/KNOWLEDGE REQUIRED

Skills                

• 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

10.

SCOPE MEASURES

11.

APPROVAL PROCESS

SIGNED

DATE

JOB HOLDER

IMMEDIATE SUPERIOR

DEPT HEAD