Senior Executive, Consumer Collections

Alliance Bank; Subang Jaya; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading financial institution in Subang Jaya is looking for a dedicated professional to manage accounts and advise borrowers regarding their payment options. You will handle customer requests and complaints while ensuring compliance with bank processes. The ideal candidate should possess knowledge of banking operations and experience in customer service and collections management. This role offers a dynamic work environment and opportunities for career growth.

Qualifications

• Experience in managing bank accounts and advising borrowers.
• Ability to handle customer inquiries and complaints effectively.
• Knowledge of bank processes in credit management.

Responsibilities

• Ensure optimum coverage of accounts under portfolio assigned.
• Correctly advise borrowers on payment options.
• Adhere to the Bank’s Processes & Practices.

Job description

4d ago , from Alliance Bank Malaysia Berhad

• Ensure optimum coverage of accounts under portfolio assigned
• Correctly advise borrowers on amount to pay
• Correctly advise borrowers on the repercussions of defaulting
• Correctly advise borrowers on availability of options to pay such as below (not limited), where applicable:
• Payment Arrangement vide Postdated Cheques;
• Availability of AKPK;
• EPF Withdrawal;
• Disposal of Collateral Pledged.
• Adhere to the Bank’s Processes & Practices in handling :
• Customer’s request
• Customer’s complaint
• Bankrupt Account
• Deceased Account
• Customer’s Cheques (Clearance / Withholding)
• Ensure timely issuance of instruction to discontinue/ withholding legal action
• Ensure processes on Full & Final Settlement are complied, where applicable
• Add point Categorize accounts to be sent for field visit , skip tracing i.e. un contactable, avoiding, runaway cases
• Early detection of potential risk accounts such as First Payment Default accounts, straight flow accounts (no payment for consistently 2 months upon loan disburse)
• 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 other facilities with the bank for additional info or contra payment where applicable

Front End Collections Support & Inbound Functions

• Attend to all inbound calls vide Collections general line within promptly
• Updates all cheques received into DMS within the same day
• Updates all inward letters, faxes etc into DMS within the same dayPerform signature(s)’ verification of all documents sent by borrowers
• Updates all inward letters, faxes etc into DMS within the same day
• Raise maintenance all requests for (post verifications) :
• Change of contact info
• Appointment of 3rd party to make enquiry into account
• Deceased Status updating
• Bankrupt Status updating
• Attend to all documentary requests for borrowers such as statement, duplicate security documents etc.

KEY RESPONSIBILITIES

• Ensure chargeable services are charged to borrower(s) account(s)
• Coordinate all employee engagement functions
• Attend to the end to end process in relation to BAU loan repricing request
• Attend to all request for Credit File Extraction and ensure tracking as well as subsequent repatriation to warehouse
• Support all projects driven exercise in terms of issuance of letters, checking, verifying and basic customer service calls.

Generic Functions

• Ensure timely deliverable and follow thru of actionables promised to borrowers
• Ensure operational “fallout” by staffs are counseled and escalated to HR, where established trigger has been breached
• Ensure borrowers’ complaints are placed on priority for closure
• Ensure system maintenance forms are correctly raised in respect to each situation attended
• Delivery of any assignment(s) assigned from time to time

Audit & Compliance

• Ensure speedy closure of audit actionables, within given deadline
• Ensure agreed corrective measures are acted on and followed thru
• Engage in Collections Process and Practice’ review by providing feedback and recommendation with the view to close operational gaps and minimize operational grey areas, if any
• Contribute to the Collections Manual, by actively participating in the updating of the same

OTHER DUTIES

Adhoc reporting and other duties assigned by the Management from time to time.