Contact 30 to 89 days past due customers for payment and containing flow of delinquent accounts.
Provide customers with sufficient information and the appropriate methods to make payment to the Bank.
Review customers profiles and introduce the most effective collection actions.
Negotiate payment schedules that will ensure maximum recovery and minimum risk exposure to the Bank.
Follow-up with past due customers via various communication mechanisms such as telephone, SMS, emails and letters.
Escalate irregular cases promptly to team leader for advice and direction.
Meet or exceed customer's expectation by offering solutions to cases with genuine financial difficulty.
Review and recommend account for cancellation and proceed with further legal action and/ or exercise rights of set-off in accordance to Bank's Terms and Conditions, as appropriate.
For cases with no valid contact number, collectors will try to contact the joint borrower (if any), search for alternative sources such as contact number from other related products, etc.
Review and recommend repayment plan or composite settlement arrangement for customers who have shown signs of financial hardship or distress.
Provide administrative-related support such as updating of delinquent account history, updating change of customers data, accepting payment instruction, adjusting payment apportionment, reversing charges, sending duplicate statements/ letters, collation of MIS, etc.
Exercise due diligence in compliance and control to minimise risk exposure of the Bank.
Requirements
Degree/Diploma holder with 2 to 3 years experience.
Highly motivated team player with relevant experience.
Able to manage difficult customers & situations independently.
Excellent interpersonal and communication skills.
Good analytical and decision-making skills.
Possess knowledge or aptitude to pick up features of different consumer credit products.
Knowledge / experience in customer service, telemarketing and call centre will be added advantage.
