To perform duties as below described:-
Default Team Collection Function
- Ensure optimum coverage of accounts under portfolio assigned
- Correctly advise delinquent customer on amount to pay
- Correctly advise delinquent customer on the repercussions of defaulting
- Consult in detail with delinquent customer / walk in customer to provide solutions on how to overcome the financial stress by giving opinions as per below, where applicable:
- Payment Arrangement;
- Reschedule & Restructuring;
- SDRS;
- Disposal of Collateral Pledged (Example : Fixed Deposit)
- Adhere to the Bank's Processes & Practices in handling :-
- Customer's request
- Customer's complaint
- Winding up Account(request supporting document and escalate to SBC/Remedial/GSAM)
- Deceased Account(request supporting document and escalate to SBC/Remedial/GSAM)
- Ensure processes on Full & Final Settlement are complied (where applicable)
- Notify RM/SBC/Remedial to review or arrange site visit for uncontactable, avoiding, runaway cases.
- Educate customer on their payment due date and consequences of late payments which leads to poor central bank credit bureau reporting
- Able to cross check on guarantors facilities with the bank for additional info
- Promptly attend to all inbound calls
- Updates all cheques received into ARC
- Updates all inward letters/emails into ARC
- Attend to all requests for delinquent customer such as current account statement, loan statement, credit card statement etc
- Ensure chargeable bills are charged to delinquent customer(s) account(s)
- Coordinate all employee engagement functions
- Support all projects driven exercise in terms of issuance of letters, checking, verifying and basic customer
service calls
