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Summary

This position is to ensure the day-to-day operations of the team runs smoothly and consistently to meet the standard service level and quality set. He/she has to be independent, has a self-driven mindset and positive in achieving the team's goals and must adhere to strict compliance to BNM guidelines and internal policies/procedures of the Bank.

Responsibilities

• To drive the collections performance of the assigned DCAs in order to achieve Bank’s annual target;
• To process the settlement proposal submitted by DCA within the set timeline and in accordance to the set matrix;
• To drive the performance of DCA on their submissions of approved settlement proposals;
• To achieve the monthly individual and team targets;
• To verify and recommend reversal of charges, ie Late Charges, Misc Charges, Interest and other adjustment forms raised by DCAs;
• To recommend waiver of late charges/fees according to approval authority matrix and criteria for deserving customers;
• To prepare memo for any request or waivers for team leader's review when needed;
• To escalate/manage accounts problematic or potentially problematic accounts to Team Leaders/Team Managers;
• To support or carry out day to day supervisory role including account review and reporting on account insights for collection meeting;
• To manage and monitor accounts under (Arrangement to Pay) ATP until closure and issuance of release letter;
• To handle customer enquiries / requests from time-to-time e.g. requesting for statement or release letter via email / face-to-face meeting / phone;
• To back up in the absence of Unit Head to ensure the smooth running of day-to-day operations;
• To ensure that coaching is done with the team members for improvement.

Requirements

• Degree holder with Business Management, Communications, Accounting or related field;

• At least 2 years’ experience in a Collections team in banking or non-banking related industry for DCA Support Team Members.

  
   

Realise your full potential at Hong Leong Bank by applying now.