Team Leader

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Productivity
1. To support or carry out day to day supervisory role including account review and reporting on account insights for collection meeting.
2. To back up in the absence of Team Leader/Team Manager to ensure the smooth running of day-to-day operations.
3. To ensure that coaching is done with the team members for improvement.
4. To formulate day to day collections strategy in order to meet the monthly projected targets.
5. To analyze the day to day results and present the daily Collections Meeting on the cause, impact and next step forward.
6. To check CIF to conduct earmark / set-off on delinquent accounts. To perform transfer payment on accounts where payments are not apportioned properly (cards).
7. To escalate/manage accounts problematic or potentially problematic accounts to Team Leaders or Manager for third party searches, site-visitation and debt agencies.
8. To be independent and be pro-active on uncontactable, run-away cases, bankruptcy, dispute cases and on any suspicious activity accounts and work together with Team Lead/ Manager to resolve matter amicably.
9. To perform collection activities on assigned accounts/worklist in the system on daily basis and obtain promise to pay.
10. To achieve daily standard of performance in terms of login duration and total outgoing calls
11. To achieve the monthly individual and team targets.
12. To recommend/approve waiver of late charges/fees according to approval authority matrix and criteria for deserving customers. To prepare memo for any request or waivers for team leaders review when needed.
13. To offer deserving customers pre-planned payment program to ease their financial burden.
14. To recommend debts relief program/AKPK to help customer workout the debt situation with the view to lighten their financial burden.
15. To follow up on overdue accounts by utilizing phone collection strategies, SMS, emails and legal strategy set by team leader to reduce delinquency rate.

Customer Service
1. To draft reply letter to borrower on repayment proposal, complaint, & etc.
2. To fax or email statement and letter as requested by borrower ie. rejection letters, statement of accounts etc.
3. To manage the potential complaints before it is escalated.
4. To work on and discuss with Team Leaders on accounts under the dissection/ segmentation category.
5. To escalate/manage to Team Leader or Manager on any problematic, potential complaint or newly received complain and manage all those cases within TAT.
6. To attend to customer enquiry (walk in customers/via email) as and when required.

Compliance
1. To assist team leader/ to conduct post-mortem on problematic/ complain cases.
2. To perform mandatory compliance checks on unit e.g SAC etc.
3. To meet the call quality benchmark.
4. To ensure all collection activities are updated into the collections system accurately and in timely manner.
5. To practice & display exemplary service excellent at all times. To ensure calls made to customers are professional.
6. To maintain confidentiality on customer transactions/ personal information.

Others
1. To lead/be involved in projects assigned for job enrichment.
2. To assist other unit in administration function e.g. Payment relief surge.
3. To carry out/lead any other duties assigned by Management from time to time.
4. To attend/lead to weekly briefings on work updates.
5. To participate/lead in engagement activities planned for the department.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our "Digital at the Core" ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.