Analyst, Collection Specialist, Risk Management Group

Business Function Risk Management Group works closely with our business partners to manage the bank's risk exposure by balancing its objective to maximise returns against an acceptable risk profile. We partner with origination teams to provide financing, investments, and hedging opportunities to our customers. To manage risk effectively and run a successful business, we invest significantly in our people and infrastructure. Job Objective To maximise the recovery of past due outstanding by taking effective and persistent collection actions against past due account holders. Responsibilities

• Contact 30 to 89 days past due customers for payment and containing flow of delinquent accounts.
• Provide customers with sufficient information and the appropriate methods to make payment to the Bank.
• Review customers' profiles and introduce the most effective collection actions.
• Negotiate payment schedules that will ensure maximum recovery and minimum risk exposure to the Bank.
• Follow-up with past due customers via various communication mechanisms such as telephone, SMS, emails and letters.
• Escalate irregular cases promptly to team leader for advice and direction.
• Meet or exceed customer's expectation by offering solutions to cases with genuine financial difficulty.
• Review and recommend account for cancellation and proceed with further legal action and/ or exercise rights of set-off in accordance to Bank's Terms and Conditions, as appropriate.
• 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 repayment plan or composite settlement arrangement for customers who have shown signs of financial hardship or distress.
• Provide administrative-related support such as updating of delinquent account history, updating change of customers' data, accepting payment instruction, adjusting payment apportionment, reversing charges, sending duplicate statements/ letters, collation of MIS, etc.
• Exercise due diligence in compliance and control to minimise risk exposure of the Bank

• Degree or Diploma holder with 2 to 3 years' experience
• Highly motivated team player with relevant collection experience
• Able to manage difficult customers and situations independently
• Excellent interpersonal and communication skills
• Good analytical and decision-making skills
• Emotionally resilient with good negotiation skills
• Knowledge / experience in customer service, telemarketing and call centre will be added advantage
• Proficient in Microsoft Office applications