The Role
Perform phone-based collections/dunning for delinquent customers, follow approved scripts and system guidelines, manage assigned portfolio and KPIs, prepare settlement and payment proposals, initiate or suspend legal action as appropriate, resolve customer enquiries within 24 hours, ensure regulatory and internal policy compliance, highlight suspicious behavior, and support team and manager on ad-hoc projects.
Summary Generated by Built In
Business Performance and Management
- Perform phone dunning activities on all R&R delinquent / impaired customers assigned with adherence to the approved Collection Script to meet business goals and objectives.
- Successfully work on accounts as per guideline requirements set in collection system.
- Ensure the portfolio assigned are attempted within the stipulated time set by manager
- To manage portfolio appropriately towards target setting.
- To render full support towards team performance
- All customers enquiries are to be attended within 24 hours
- Prepare proposal for R&R, Compromised Settlement, payment proposal & etc.
- Ensure daily, weekly, monthly KPIs are met
- Ensure timely litigation are instituted.
- Ensure the legal action has withhold/suspended if the account met the foreclosure treatment criteria
- Provide workable resolution to customers enquiries
- Avoid Operational Losses
- Assist Team Manager/Unit Manager on any ad-hoc projects
People Management
- Liaise with Manager on customers’ issues.
Regulatory Compliance
- Ensure satisfactory rating on all audit reviews.
- Ensure compliance of internal policy and procedures, Bank Negara guidelines and regulation, i.e. FSA /IFSA 2013, Fair Debt Collection & etc.
Highlight suspicious and new account behavior to Team Manager to mitigate fraud.
Skills Required
- Experience performing phone dunning/collections activities on delinquent or impaired accounts
- Familiarity with collection scripts and ability to work within collection system guidelines
- Ability to meet daily, weekly, and monthly KPIs and manage assigned portfolio targets
- Knowledge of Bank Negara guidelines (FSA/IFSA 2013), Fair Debt Collection regulations, and internal policies
- Ability to prepare R&R, compromised settlement, and payment proposals
- Ability to initiate timely litigation and understand foreclosure/legal action criteria
- Respond to customer enquiries within 24 hours and provide workable resolutions
- Ability to detect and highlight suspicious or fraudulent account behavior
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The Company
What We Do
CIMB Group is a leading ASEAN universal bank, one of the largest Asian investment banks and one of the world's largest Islamic banks. We are headquartered in Kuala Lumpur, Malaysia and offer consumer banking, commercial banking, wholesale banking, Islamic banking, and asset management products and services. As the fifth largest banking group in ASEAN, we have over 36,000 staff in 16 locations across ASEAN, Asia and beyond. CIMB Bank and CIMB Islamic Bank are members of PIDM.
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