Senior Executive
CurrentCollections Credit Risk Department• Collaborated with customers to resolve payment issues through negotiation and communication.• Provided detailed consultations to delinquent customers, offering solutions to alleviate financial stress, including debt rescheduling programs and the availability of AKPK.• Managed documentation for discounts on full settlement accounts.• Identified and categorized accounts for skip tracing, including uncontactable, avoiding, and runaway cases.• Ensured timely resolution of inquiries and complaints within designated timeframes.• Prepared memos for waiver requests, drafted reply letters to borrowers regarding repayment proposals, and sent manual reminder notices to uncontactable or avoiding customers.• Achieved targets outlined in the Individual Performance Plan and performance scorecard set by management to meet incentive scheme objectives.• Ensured compliance with BNM GP3 guidelines, Fair Debt Practice, Banking & Financial Act, Collections Operation Manual, and related tasks while performing duties.• Provided accurate information to customers regarding payment amounts, due dates, and consequences of late payments, thereby maintaining good credit bureau reporting.• Issued timely instructions to discontinue or withhold legal actions as necessary.• Proactively detected potential risk accounts such as First Payment Default accounts and straight flow accounts with no payment for two consecutive months post loan disbursement.• Managed documentation for debt rescheduling programs and assisted maintenance teams as needed.• Ensured correct completion of system maintenance forms for each attended situation.• Completed assigned tasks promptly and efficiently.
