Transactional Officer, Inbound Recovery

4 weeks ago

Kuala Lumpur, Malaysia Bank Islam Full time

Req ID: 5706- Job Description:

- **Responsibilities**:

- 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 answer (versatile) when customer try evade payment
- Minimize and mitigate complaints
- To achieve target set by the Bank
- Maintain professionalism and relationship with customers
- To update all conversation and collection activities in Collections system.
- To obtain customers’ new record 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.
- Practice and display exemplary service excellence at all times.
- Recommend for Short Messaging System (SMS).
- To perform escalation/ highlight cases that require further action i.e. change of telephone number, release debit request etc.
- To ensure adherence to Bank’s code of conduct, Collections guiding note and / or any relevant policy & guideline provided by regulator / Bank Islam
- Provide feedback to management on runaway, dispute, fraud cases etc for analysis and action.
- Ensure adherence & compliance to all internal policies / guidelines and external regulators requirements
- Support additional responsibilities by Team Leader / Supervision Team

**Requirements**:

- Minimum qualificationof Sijil Pelajaran Malaysia (SPM)
- Fresh Graduates or at least have 1 year experience in Collections field.
- Excellent verbal and written communication and team management skills
- Attention to detail
- Excellent communication and interpersonal skills - Converse fluently
- Ability to communicate and carry oneself and work with all level.
- Ability to listen attentively.
- Motivated, aggressive, target oriented & work well under pressure

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