Negotiator, CCO - UCR Recovery (Personal Financing) MY

CIMB; Kuala Lumpur; On-site; MYR 30,000 - 54,000; Full time

Job summary

CIMB is seeking an Collections professional to collect payments from NPL and Charge Off accounts in Malaysia. You will conduct collection calls, follow-up with customers, and coordinate with the team to hit targets.

Responsibilities include maintaining accurate records in Finnone NEO and CAF, proposing payment options, and escalating complex cases for further action as needed.

Qualifications

• Perform collection & recovery activities via telephone calls and other modes of communication to remind customer of their amount due.
• Provide full support and work together to meet the team overall target.
• Ensure daily and monthly KPIs/Target are met.
• Adhere to internal SOPs, policies and applicable regulations.

Responsibilities

• To collect payments from NPL and Charge Off accounts.
• Perform collection & recovery activities via telephone calls and other modes of communication to remind customer of their amount due.
• Provide full support and work together to meet the team overall target.
• Ensure daily and monthly KPIs/Target are met.
• Avoid Operational Losses
• Ensure all action taken, conversation or correspondences with the customers are updated accurately and timely in Finnone NEO and/or CAF.
• Monitor and perform follow up calls to customers who have broken their promises.
• Continuously make collection calls to reach avoidable and uncontactable customers.
• Assist and propose payment options to eligible customers i.e., to restructure and reschedule their delinquent accounts or refer them to AKPK.
• Raise or prepare necessary instructions for fund transfer requests, earmarking, set off or change contact numbers as and when required.
• Attend to walk in customer to resolve complaint or discuss on payment assistance.
• Prepare and recommend payment proposals/settlements to the Team Manager for approval.
• Perform any additional tasks assigned by the Management from time to time.

Skills

Collection calls

Customer follow-up

KPI management

Payment negotiations

Tools

Finnone NEO

CAF

Job description

To collect payments from NPL and Charge Off accounts.

Key Responsibilities *

Business Performance and Management

• Perform collection & recovery activities via telephone calls and other modes of communication to remind customer of their amount due.
• Provide full support and work together to meet the team overall target.
• Ensure daily and monthly KPIs/Target are met.
• Avoid Operational Losses
• Ensure all action taken, conversation or correspondences with the customers are updated accurately and timely in Finnone NEO and/or update in CAF.
• Monitor and perform follow up calls to customers who have broken their promises.
• Continuously make collection calls to reach avoiding and uncontactable customers.
• Diligently follow up all accounts assigned within the month via collection calls and recommend collection activities deemed appropriate for Team Manager to review and proceed with further action i.e. site visit/skip tracing/legal actions on uncontactable / avoiding / broken promise customers etc.
• Assist and propose payment options to eligible customers ie. to restructure and reschedule their delinquent accounts or refer them to Agensi Kaunseling dan Pengurusan Kredit (AKPK).
• Raise or prepare necessary instructions for fund transfer requests, earmarking, set off or change contact numbers as and when required.
• Attend to walk in customer to resolve complaint or discuss on payment assistance.
• Prepare and recommend payment proposals/settlements to the Team Manager for approval.
• Perform any additional tasks assigned by the Management from time to time.

People Management

• Refer and discuss with the Team Manager regarding customers’ concerns or request.
• Foster positive relationships with colleagues to cultivate a harmonious work environment.

Regulatory Compliance

• Adhere to all internal SOP, policy and procedures, Bank Negara guidelines and regulations, i.e. Financial Service Act / Islamic Financial Service Act (FSA /IFSA) 2013, Fair Debt Collection & all the relevant internal and external guidelines
• Alert the Team Manager to suspicious and new account activity in order to prevent fraud.