Executive/Senior Executive, Recovery (Unsecured Loans)

Job Description

As part of the Collection & Recovery team, you will manage a portfolio of delinquent and non-performing unsecured accounts. To maximise recoveries and keep credit losses low, while treating customers fairly and staying within the Bank's policies and regulatory requirements. You will negotiate repayment with customers, recommend and carry out the right recovery strategy (including legal action where appropriate), and meet your individual KPIs in support of the team's collection and recovery goals.

Job Responsibilities

• Manage a portfolio of hardcore accounts to meet recovery targets, and prevent accounts from becoming non-performing loans (NPL) or being written off.
• Make outbound calls and follow up on missed payments and broken promises to pay, so overdue balances are cleared promptly.
• Contact customers to negotiate repayment while keeping high service standards.
• Review delinquent accounts and recommend the right remedial actions, including effective legal action, to recover debts and minimise losses.
• Negotiate affordable repayment plans, restructuring options and full and final settlements within your approved authority. Escalate cases outside your authority with clear recommendations.
• Answer customer enquiries on their accounts and resolve complaints within the required timeframes.
• Make sure all collection and recovery actions follow the Bank's collection policies, procedures and authority limits. They must also meet regulatory requirements, including MAS guidelines, the PDPA and fair debt collection practices.
• Work with team members and other departments to meet team goals, and help improve processes.

Qualification

• Possess minimally a diploma in a related field preferably (Banking, Business, Finance and related fields).
• At least 3 to 5 years of experience in high-volume retail collections or recovery, preferably across several unsecured products (credit cards, personal loans, overdrafts).

Competencies

• Good knowledge of collection practices, legal recovery procedures and the litigation process in Singapore.
• Strong negotiation and persuasion skills, with sound judgement when deciding on settlements.
• Good written and spoken communication skills. Being able to speak other languages or dialects is an advantage.
• Meticulous and detail-oriented, with prompt and disciplined follow-up.
• Goal-driven and resilient under pressure, with strong integrity.
• A good team player

*Only shortlisted candidates will be notified.