Collector, Impaired Portfolio (HP/Mortgage/RSME/Unsecured)

AmBank; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A financial institution in Kuala Lumpur is seeking a collections professional to manage delinquent accounts. This role involves performing phone dunning activities, addressing customer inquiries and complaints, and ensuring compliance with internal policies. The ideal candidate will have a diploma or degree in Banking and Finance, with 3–5 years of relevant experience and strong negotiation skills.

Qualifications

• Minimum 3–5 years of working experience in collections or related field.
• Ability to adhere to internal policies and Bank Negara guidelines.
• Strong communication skills for handling inquiries and complaints.

Responsibilities

• Perform phone dunning activities on delinquent customers.
• Prepare proposals for resolution and recovery.
• Ensure compliance with internal policies and guidelines.

Skills

Negotiation

Customer service

Problem solving

Education

Diploma/Degree in Banking and Finance or related fields

Job description

Overview

Responsible for performing collection dunning to delinquent customers with the aid of collection tools and scripting to minimize flow through, delinquency and impairment in achieving the business objectives. Handles incoming calls related to collections matters (negotiation, inquiries and complaints).

Responsibilities

• Perform phone dunning activities on all delinquent/impaired customers assigned with adherence to the approved Collections Script to meet business goals and objectives.
• Successfully work on accounts as per guideline requirements set in collections system.
• Manage portfolio appropriately towards target setting.
• Render full support towards team performance.
• Ensure daily, weekly, and monthly KPIs are met.
• Avoid operational losses.
• Adhere to the call quality requirement.
• Attend to customers’ inquiries, complaints and proposals verbally or in writing within the stipulated turnaround time (TAT).
• Prepare proposals for resolution and recovery (R&R), compromised settlement, payment proposals, or decisions without legal action on a case-by-case basis.
• Provide quality service and service excellence at all times.
• Ensure satisfactory ratings on all audit reviews.
• Highlight suspicious or new account behavior to Unit Manager to mitigate fraud.
• Ensure the portfolio assigned is attempted within the time frame set by the Manager.
• Attend ad hoc tasks/assignments given by Management.
• Ensure compliance with internal policies and procedures, Bank Negara guidelines and regulations (e.g., FSA/IFSA 2013, Fair Debt Collection, PDPA, etc.).
• Attend all relevant training (including E-learning) for personal development and to broaden technical/behavioral skills relevant to the job.

Qualifications

• Diploma/Degree in Banking and Finance or related fields.
• SPM/STPM with minimum 3–5 years of working experience in a related field.