Negotiator, CCO - SCR Recovery MY

Business Performance and Management

• Perform phone dunning activities on all 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