Responsibilities
1. Manage written-off portfolio to meet the Individual and Team performance targets assigned by Management.
2. Contact Customers to negotiate payment arrangement that will ensure maximum recovery and reduce credit lost for the Bank.
3. Review Customers’ profiles and recommend appropriate remedial actions, including legal actions, composite settlement negotiations, recommend for SKIP tracing and/or bankruptcy.
4. Deliver excellent quality service to Customers to achieve total Customer satisfaction.
5. Resolving and following up on Customer complaints and queries pertaining to areas under his/her responsibility within stipulated timeframe.
6. Proactively identifies issues, irregularities and emerging risks, takes swift action to resolve or timely escalate to Team Manger as appropriate.
7. Ensuring compliance with Group Policy and Standards, local laws and regulations, control and procedure of the Bank.
8. Execute and responsible on operational task such as preparation of letters ( i.e Reminder Letters, Statement of Account, Settlement Letter & etc ), account transactions ( i.e payment transfer , refund ).
9. Engage in digitalisation and leverage on data analytics to provide contextualised insights, and to improve performance and processes.
10. Drive and provide support on continuous improvements and achieve best practices, using Agile Methodology, digital innovation, automation and proactively work toward risk mitigation.
11. Work and collaborate with team to achieve team’s goals and performance targets.