Job Description - Assistant Manager, Collection Agency Management Unit (240001PL)
Job Summary:
Manage external collection agencies' debt collection function & performance to ensure prompt and satisfactory service standards are rendered.
Provide in-house recovery support.
Duties and Responsibilities:
Achieve monthly target indicators set in terms of delinquencies and recoveries.
Maximise bad debt recovery collection for written-off accounts (above 180 days past due) for unsecured and secured accounts.
Contribute to meet department financial KPIs and departmental cost.
Compliance:
Ensure timely submission of external agencies Control/Assessment reports within the TAT.
Ensure strict adherence to all credit policies, procedures, BNM guidelines, compliance, information security, etc.
Processes:
Manage agencies' debt collection support function and performance to ensure prompt and satisfactory service standards are rendered.
Perform account assignment to the collection agencies.
Check accounts submitted by external collections agency for commission claim.
Manage and obtain approval for composite settlement or instalment plan.
Assist to negotiate for settlement and handle difficult customers.
Manage customer complaints and provide prompt resolutions to meet customer expectations.
Human Capital:
Take on additional tasks and/or projects when assigned.
Back up other colleagues during their absence.
Qualifications:
Skill Sets / Experiences:
Hands-on experience in collections and recovery process.
Knowledge and practical experience of litigation process and understanding of regulatory requirements.
Practical knowledge and experience on unsecured products, collections, and recovery system.
Good communication and writing skills.
Experience in establishing plans, processes, and managing resources.
Experience & Qualifications:
Proficient in English with good writing skills.
Pleasant disposition with good interpersonal and communication skills.
Positive attitude with initiative; able to work independently.
Able to motivate the team towards achieving goals.
Good knowledge of Microsoft Word, Excel, and PowerPoint.#J-18808-Ljbffr