- Always display a courteous and polite attitude.
- Perform calling activity on (outbound) past due accounts and negotiate payments.
- To follow in accordance with the standard telephone scripts provided
- At all-time update all collection activities in TruCollect accurately
- Evaluate and recommend/ perform field visits.
- Evaluate and assign cases for legal actions according to legal action criteria.
- Attend MB & other law enforcement agencies to represent bank as and when required.
- Ensure to action all work assigned accurately and on timely manner.
- Provide timely, consistent actions on same type of customers and cases.
- To escalate to supervisor on early sign of financial difficulties / market concern based on customer feedback.
- Using resolution tools and forbearance options to find the right solutions for customers.
- Respond to customer queries in a timely manner.
- Escalate to supervisor within 24 hours on queries / potential complaints.
- Identify and lead process improvement opportunities customer experience and cost saving opportunities.
- Managing resources and maintain an efficient process flow.
- Action individually but achieve the task as one team through effective working relationships with colleagues.
- Ensuring compliance with bank policies, regulatory and operational Risk requirements
- Increase NPS & maintaining zero unprofessional calls.
- Ensure all AML/ CDD policies and procedures per group and the local regulator are adhered to in conducting credit evaluation and approvals.
- Ensure zero tolerance method for this aspect, within the team/ unit.
- Report any breaches or suspicious persons/ relationship to the local L&C;
- Identify and make suggestions to develop and continuously improve recovery processes and strategies to optimize recoveries.
Our Ideal Candidate
- Ensure strict control over recovery costs.
- Should possess excellent recovery skills & knowledge of various recovery techniques.
- Should possess valuable communication skills with understanding of recovery systems.
- Should possess excellent negotiation skills.
- Should possess good analytical skills to meet target.
- Should gain excellent understanding of local market and legal practice.
- Maintain bank code of conduct and ethics.