Analyst, Collection Specialist (Back End), Consumer Credit Risk, Risk Management Group

DBS Bank Ltd; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

DBS Bank Ltd in Singapore is seeking a results-driven Collections Officer to maximise recovery of past due accounts. You will contact delinquent customers, negotiate payment plans, and coordinate with internal teams to prevent charges-off while complying with bank policies.

The role requires 2–3 years of experience in customer service or collections, strong communication, investigative skills, and proficiency with Microsoft Office. Regular on-site duties at DBS Asia Hub. Full-time employment.

Qualifications

• Degree/Diploma holder with 2–3 years’ experience.
• Excellent interpersonal and communication skills.
• Good analytical and decision-making skills.
• Experience in customer service, telemarketing or call centre is advantageous.
• Proficient in Microsoft Office applications.

Responsibilities

• Contact 90 to 150 days past due and cancelled account holders for payment and containment.
• Review and recommend account for legal action or set-off as appropriate.
• Provide customers with information and means to make payment to the Bank.
• Review customers’ profiles and select effective collection actions.
• Negotiate payment schedules to maximise profitability and minimise risk.
• Follow up with past due customers via phone, SMS, email and letters.
• Escalate irregular cases to team leader for guidance.

Skills

Interpersonal communication

Analytical thinking

Decision making

Microsoft Office

Customer service

Call center experience

Education

Degree or Diploma

Tools

None

Job description

Job Objective

To maximise the recovery of past due outstanding by taking effective and persistent collection actions against past due account holders.

Job Objective

To maximise the recovery of past due outstanding by taking effective and persistent collection actions against past due account holders.

Job Responsibility

• Contact 90 to 150 days past due and cancelled account holder for payment and containing flow of these delinquent accounts from being charged off at 180 days. Must be firm in this final effort to collect payment from the delinquent customer.
• Review and recommend account for legal action and/ or exercise rights of set-off in accordance to Bank’s Terms and Conditions, as appropriate.
• Provide customer with sufficient information and the appropriate means to make payment to the Bank.
• Review customers’ profile and introduce the most effective collection actions.
• Negotiate payment schedules that will ensure maximum profitability and minimum risk exposure to the Bank.
• Follow up with past due customers via various communication mechanisms such as telephone, sms, email and letters.
• Promptly escalated irregular cases to team leader for advice and direction.
• Meet or exceed customer’s expectation by offering solutions to genuine default cases.
• For cases with no valid contact number, collectors will try to contact the joint borrower (if any), search for alternative sources such as contact number from other related products, etc.
• Review and recommend for repayment plan or composite settlement arrangement with customer that has shown sign of hardship or financial distress.
• Provide administration work related to collection such as updating delinquent account history, updating change of customers’ data, accepting payment instruction, adjustment to payment apportionment, reversing charges, sending duplicate statements/letters, collation of MIS data etc.
• Exercise due diligence in compliance and control in minimising risk exposure of the Bank.

Requirements

• Degree/Diploma holder with 2 to 3 years’ experience.
• Highly motivated team player with relevant experience.
• Able to manage difficult customers & situations independently.
• Excellent interpersonal and communication skills.
• Good analytical and decision-making skills.
• Possess knowledge or aptitude to pick up features of different consumer credit products.
• Experience in customer service, telemarketing and call centre with knowledge in legal process will be added advantage.
• Proficient in Microsoft Office applications.

Location

DBS Asia Hub

Job

Operations

Schedule

Regular

Employee Status

Full time