Collections (Call Centre & Customer Service)
To perform Collections outbound (Telephone calls) or Inbound Calls (receive calls) to recover outstanding debt from Bank Islam delinquent customers including:
To perform quality collection calls
Remind customers on the overdue amount
Educate customers on the awareness and the consequences of delaying and/or nonpayment.
To negotiate, persuade and convince customer to pay, i.e. quick thinker with quick answers (versatile) when customer tries to evade payment.
Minimize and mitigate complaints
To achieve targets set by the Bank
Maintain professionalism and relationship with customers
To update all conversations and collection activities in Collection's system.
To obtain customers' new records i.e. contact number/address and adhere to the approved process of verification.
Any other tasks as reasonably requested by Bank Islam from time to time.
To ensure to remain calm when provoked by customers at any contact with customers.
2. Practice and always display exemplary service excellence.
3. Recommend for Short Messaging System (SMS).
4. To perform escalation/highlight cases that require further action i.e. change of telephone number, release debit request, etc.
5. To ensure adherence to the Bank's code of conduct, Collections guiding note, and/or any relevant policy & guideline provided by the regulator/Bank Islam.
6. Provide feedback to management on runaway, dispute, fraud cases, etc. for analysis and action.
7. Ensure adherence & compliance to all internal policies/guidelines and external regulators' requirements.
8. Support additional responsibilities by Team Leader/Supervision Team.
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Bank Islam Malaysia Berhad is the pioneer of the Islamic banking system in Malaysia. We have grown to become one of the nation's leading financial institutions, providing a wide range of products and services to meet the financial and banking needs of all Malaysians, regardless of race and religion. A career with Bank Islam means an outstanding opportunity to develop a professional vocation in the ever-challenging banking industry. Be a part of an organisation that is totally committed to developing Malaysia as one of the leading global Islamic financial centres.#J-18808-Ljbffr