Collections Officer

13 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Bank Islam Malaysia Berhad Full time

Duties and Responsibilities

  1. To perform Collections outbound (Telephone calls) or Inbound Calls (receive calls) to recover outstanding debt from Bank Islam delinquent customers including:

  2. To perform quality collection calls

  3. Remind customers on the overdue amount
  4. Educate customers on the awareness and the consequences of delaying and/ or nonpayment.
  5. To negotiate, persuade and convince customer to pay. i.e. quick thinker with quick answer (versatile) when customer try evade payment
  6. Minimize and mitigate complaints
  7. To achieve target set by the Bank
  8. Maintain professionalism and relationship with customers
  9. To update all conversation and collection activities in Collection's system.
  10. To obtain customers' new record i.e. contact number/ address and adhere to the approved process of verification.
  11. Any other tasks as reasonably requested by Bank Islam from time to time.

  12. To ensure to remain calm when provoked by customers at any contact with customers

  13. Practice and always display exemplary service excellence.

  14. Recommend for Short Messaging System (SMS).

  15. To perform escalation/ highlight cases that require further action i.e. change of telephone number, release debit request etc.

  16. To ensure adherence to Bank's code of conduct, Collections guiding note and / or any relevant policy & guideline provided by regulator / Bank Islam

  17. Provide feedback to management on runaway, dispute, fraud cases etc for analysis and action.

  18. Ensure adherence & compliance to all internal policies / guidelines and external regulators requirements.

  19. Support additional responsibilities by Team Leader / Supervision Team.

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