Job Purpose Summary

The incumbent will be primarily responsible for taking prompt action on overdue retail facilities by initiating verbal/ written contact with errant borrowers with a view to progressively reducing overdue balances.

Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial:

- To comply with approved retail collections strategy to achieve/ exceed assigned targets.

- Ensure the shortest turnaround for collecting overdue amounts in order to have a progressive reduction in the overdue amounts for the buckets allocated.

- Proactive steps to collect the overdue amounts for the lower-end buckets (representing one or two installments overdue), on timely basis in conjunction with the Branch Managers to prevent the amounts from moving to the higher-end buckets.

- Ensure the delinquency ratio to never exceed 25% of the lending portfolio for all Retail Banking products

- Ensure recovery of 10% from the total provisioned portfolio

- Implements KPI’s and best practices for Senior Associate, Domestic Collections

- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

- Act within the limits of the powers delegated to the incumbent.

B. Customer (Internal & External):

- Make prompt contact with errant customers at an early stage to prevent accumulation of overdue balances by using the suitable scripts based on customer’s risk rating and ensure customer is being handled fully and reduce the chances of referring them to your superior

- Attend to customer enquiries relating to loan defaults and keeping complaints to the minimum.

- Advise the line manager about potential problematic cases/ slow paying accounts with supportive documents of all activities done

- Advise the line manager Collection about the following cases along with customers documents and supportive documents of all activities done:

- Escaped

- Terminated

- Deceased

- Uncommitted to pay

- Repossess and sell collaterals

- Fraud cases

- Support in liaising with the personnel from the external debt collection agencies, if requested.

- To achieve 1,000 successful contacts per month with errant customers.

- To assist customers in all their queries on Bank’s product and seek solution to their requests.

- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

- Generate a report for delinquent customers showing details of their accounts and prior to contacting the customer, to fix internal issues, if any caused the delinquency.

- Ensure policies/ procedures and related processes pertaining to the retail collections function are in place which includes guidelines for initiating contact with the errant customers (verbal/ written reminders)

- Ensure the performance and work progress is complying within the given collection strategies and procedure.

- Provide a daily activity report to the line manager showing number of contacts, hapless cases, successful contacts, successful recoveries

- Attend meetings and assess their performance/ resolve their concerns and issues

- Suggest process improvement and implementation

D. Learning & Knowledge:

- Possess good working knowledge of the retail collection systems installed for handling retail collections.

- Knowledge of the regulatory pronouncements pertaining to collections as well as the internally applicable policies/ procedures.

- Possess a good knowledge of the entire collection process.

- Proactively identify areas for professional development of self and undertake development activities.

- Seek out opportunities to remain current with all developments in professional field.

Education and Experience Requirements

- College Diploma

- OR Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),

- At least 2 years of relevant experience, preferably within a highly rated international bank