Senior Executive, Consumer Collections

JOB DESCRIPTION

1.

JOB TITLE

Senior Executive Consumer Collections

GRADE : I

2.

NAME

3.

REPORTING RELATIONSHIPS

JOB TITLE

FOR

3.1

REPORTS DIRECT TO

• Default Bucket Collection Supervisor;
• Auction Sales Collections Supervisor; or
• Hardcore Collections Support Supervisor; or
• NPL Collection Manager; or
• Head of Consumer Collections – Secured Lending, as indicated in HRMS reporting line matrix or as instructed in the transition
• Approval of Matters provided under AA
• Direction on Collections Related Matters
• Approval for Customers’ Related Matters

3.2

REPORTS INDIRECTLY TO

• Head of Consumer Collections – Secured Lending, or
• Head of Consumer Collections Banking Risk, whichever applicable as indicated in HRMS reporting line matrix or as instructed in the transition

~ As Above~

3.3

DIRECT REPORTS

NIL

3.4

INDIRECT REPORTS

NIL

4

JOB PURPOSE

Effectiveness

Core Objectives

1. Achieve Bank’s NBD, NPL inventory, delinquency and cost targets
2. Achieve targets formalized through Individual Performance Plan – “IPP”
3. Achieve performance scorecard established, where applicable
4. Delivery of any assignment(s) assigned from time to time

Audit & Compliance

1. Ensure compliance to Bank Negara Malaysia GP3 guidelines , Fair Debt Practice, Banking & Financial Act and Collections Operation Manual as well as any other job related manuals at all times when discharging duties

Reporting, MIS etc.

1. Ensure timely deliverable of reports, MIS etc.
2. Ensure factual correctness and accuracy of all outward deliverables
3. Regular feedback to business or any related departments on services/ process/ practices and credit issues in support of the Bank’s activities

5

CONTRIBUTES TO

• Reduction of NPL inventory
• Recoveries of Specific Provision and Interest In Suspense
• Department Cost Saving
• Audit Compliance

Internal Process Improvement in Collections

6

KEY RESPONSIBILITIES

Effectiveness

To perform duties as below described:-

Default Bucket Collection Function

1. Ensure optimum coverage of accounts under portfolio assigned
2. Correctly advise borrowers on amount to pay
3. Correctly advise borrowers on the repercussions of defaulting
4. Correctly advise borrowers on availability of options to pay such as below (not limited), where applicable:

• Payment Arrangement vide Postdated Cheques;
• Debt Rescheduling Program;
• Availability of AKPK;
• EPF Withdrawal;
• Disposal of Collateral Pledged.

1. Adhere to the Bank’s Processes & Practices in handling :-

• Customer’s request
• Customer’s complaint
• Bankrupt Account
• Deceased Account
• Customer’s Cheques (Clearance / Withholding)

1. Ensure timely issuance of instruction to discontinue/ withholding legal action
2. Ensure processes on Full & Final Settlement are complied, where applicable
3. Add point Categorize accounts to be sent for field visit , skip tracing i.e. un contactable, avoiding, runaway cases
4. Early detection of potential risk accounts such as First Payment Default accounts, straight flow accounts (no payment for consistently 2 months upon loan disburse)
5. Educate customer on their payment due date and consequences of late payments which leads to poor central bank credit bureau reporting
6. Able to cross check on other facilities with the bank for additional info or contra payment where applicable

6

KEY RESPONSIBILITIES

Front End Collections Support & Inbound Functions

1. Attend to all inbound calls vide Collections general line within promptly
2. Updates all cheques received into DMS within the same day
3. Updates all inward letters, faxes etc into DMS within the same day
4. Perform signature(s)’ verification of all documents sent by borrowers
5. Updates all inward letters, faxes etc into DMS within the same day
6. 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.

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

Generic Functions

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

Audit & Compliance

1. Ensure speedy closure of audit actionables, within given deadline
2. Ensure agreed corrective measures are acted on and followed thru
3. 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
4. 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.

7.0

KEY RELATIONS

(INTERNAL & EXTERNAL)

Working Relations Regular Contacts

Internal

• Staff of Collections
• Staff of Contact Centre
• Branch staff
• IS staff
• Staff of Credit Operations (CAH)
• Internal Auditors

Purpose of Contact

• For uniform collection strategies and procedures
• For feedback and resolving customer issues
• Credit information and feedback on collections
• To clarify and resolve customer issues for mutual interest
• To provide feedback on the existing delinquent portfolio
• To provide relevant information/data relating to legal proceedings for successful completion of audit exercise

External

• Panel Solicitors
• Panel Valuers
• Panel Real Estate Agents
• Land Office Staff
• Court Staff
• Panel Auctioneers
• System Administrators
• Successful Bidder
• MRTA Insurer

Formally appointed external parties by borrower(s)/ Power of Attorney

• External solicitor
• 3rd party

Formally appointed by Court Order

• Next of Kin for deceased borrowers

Based Case on Case Written Consent Obtained:

• Internal Auditors
• External Auditors
• BNM Official

Purpose of Contact

• Conferring on legal action taken or to be taken
• To build rapport and exchange of legal knowledge on the latest development in Banking Laws
• Attending auction fixed
• System matters
• Settlement of balance purchase price & bills procurement
• Follow up on MRTA proceed
• All matter authorized
• Debts of the deceased, as provided in the order
• Facilitate in internal audit process
• Facilitate in external audit process
• Providing update to BNM official or attending meeting in BNM

9.

EXPERIENCE/KNOWLEDGE REQUIRED

Skills

• Good Negotiation Skill
• Product knowledge
• Good Computer knowledge

Knowledge

• Malaysian Legal System in particular banking law & litigation

Risk & Compliance

Experience

• Malaysian Legal System in particular banking law & litigation

Risk & Compliance

10.

SCOPE MEASURES

• Management of delinquent accounts
• NPL inventory
• Specific Provisions & Interest In Suspense
• Cost
• Audit

11.

APPROVAL PROCESS

SIGNED

DATE

JOB HOLDER

IMMEDIATE SUPERIOR

DEPT HEAD