Collections Officer

OCBC; Penang; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading financial institution is seeking a Collections Officer in Penang, Malaysia. This role involves assisting customers in managing their debt while providing empathetic support and personalized financial plans. Candidates should possess strong communication and negotiation skills, and have a customer-oriented mindset. The position is open to fresh graduates and offers competitive compensation and benefits.

Benefits

Competitive base salary

Holistic benefits to suit lifestyles

Professional development opportunities

Community initiatives

Qualifications

• Experience in collections/customer service/contact center is a plus.
• Good spoken English; proficiency in a third language is advantageous.
• Ability to work under pressure with KPIs and targets.

Responsibilities

• Call on delinquent accounts to secure payments.
• Manage accounts in the Debt Manager Collection System.
• Achieve daily productivity standards for contacts and collections.
• Handle requests for interest waivers and customer complaints.
• Ensure collection actions adhere to corporate guidelines.

Skills

Persuasive skills

Negotiation skills

Strong communication skills

Emotional Intelligence (EQ)

Active listening

Education

Degree or diploma relevant to customer service

Job description

Overview

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

Role

Collections Officer

Why Join

As a Collections Officer at OCBC, you''ll play a vital role in helping our customers manage their debt and get back on track. You''ll work closely with them to understand their financial situation and develop personalized plans to help them overcome their challenges. It''s a rewarding role that requires empathy, strong communication skills, and a passion for helping others.

How you succeed

To succeed in this role, you''ll need to take a customer-centric approach, understanding the unique needs and circumstances of each customer. You''ll work closely with them to identify solutions, negotiate payment plans, and provide ongoing support to help them achieve financial stability. Your goal is to find mutually beneficial solutions that meet the customer''s needs while also minimizing risk for the bank.

What you do

• Call on 1 to 59 days delinquent and over limit unsecured and secured accounts and follow up with borrowers to secure payments
• Manage unsecured and secured accounts in the Debt Manager Collection System to prevent flow through of accounts to the following bucket and to achieve targeted delinquencies
• Manage and achieve daily productivity standards in terms of attempts; contacts, PTP Kept and amount collected
• Handle delinquent customers'' requests for interest waivers, queries and complaints
• Ensure that collection actions taken are within corporate guidelines, and collection policies
• Able to take on additional tasks and/or projects when assigned

Who you are

• Experience in collections/customer service/contact centre will be an added advantage
• Possess good spoken English and third language proficiency will be an added advantage
• Strong persuasive, negotiation and communication skills
• Customer-oriented and has good customer service with active listening skills
• Possesses strong Emotional Intelligence (EQ) ability
• Ability to work under pressure with KPI and target
• Willing work extended hours and weekends as and when required
• Position is open for fresh graduate & entry level

What we offer

• Competitive base salary
• A suite of holistic, flexible benefits to suit every lifestyle
• Community initiatives
• Industry-leading learning and professional development opportunities
• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers