Job Description

• Dunning duties similar to Collector :

• To call on 1 to 29 days delinquent and over limit unsecured and secured accounts and follow up with borrowers to secure payments
• Manage unsecured and secured accounts in the Debt Manager Collection System to prevent control flow through of accounts to 30 days past due and to achieve targeted delinquencies
• Manage and achieve daily productivity standards in terms of attempts; contacts, PTP Kept and amount collected.
• Handle delinquent customers' request for interest waivers, queries and complaints
• Ensure that collection actions taken are within corporate guidelines, and collection policies
• Take on additional tasks and/or projects when assigned
• Handle and manage customers' objections/complaints/issues escalated from collectors
• Assist supervisor in executing collection strategies, such as prepare listings, arrange resources to run strategy, monitor & tracking strategy effectiveness, etc.
• Train and coach new and weaker team members
• Assist supervisor in call reviews, compliance and controls
• Achieve the target indicators set in terms of delinquencies, attempts, contacts, PTP kept and dollars collection
• Support implementation of new processes/initiatives and ensure adherence and compliance by team members
• Strong engagement with team members
• Take on ad-hoc tasks/ projects as assigned by Supervisor.

• Strong communications and leadership. Preferably a year of Team Lead experience
• At least 5 years of working experience, preferably in banking, customer service, collection/recovery or contact centres
• Prepared to work extended hours
• Must be able to work on a permanent basis in Penang (Leboh Pantai)