Senior Officer, Specialist, Collections, Risk Management Group

Business Function
Risk Management Group (RMG) is responsible for the development and maintenance of risk management and internal control frameworks. We provide independent review and challenge to business to ensure that appropriate balance is considered in risk/return decisions. In addition, RMG is responsible for the monitoring and reporting on key risk issues of the Bank. To manage risk effectively and deliver strong financial performance, we invest significantly in our people and infrastructure.
Job Objective
To maximise the recovery of past due outstanding by taking effective and persistent collection actions against past due account holders.
Responsibilities:

Contact 90 to 150 days past due and cancelled account holders for payment to contain flow of these delinquent accounts to charge-off at 180 days. Collectors must be firm in their efforts to collect payment from the delinquent customer
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, making adjustments to 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:

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.

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

Référence WD35566

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