Manager, Consumer Collections

Job Description

JOB TITLE

Manager Consumer Collections

GRADE : H

NAME

REPORTING RELATIONSHIPS

JOB TITLE

FOR

3.1

REPORTS DIRECT TO

• Head of Consumer Collections – Unsecured Lending, or
• NPL Collection Supervisor, whichever applicable as indicated in Connexion reporting line matrix or as instructed in the transition
• Approval of Matters provided under AA
• Direction on Collections Related Matters
• Approval for Staff Related Matters
  
  

3.2

REPORTS INDIRECTLY TO

• Head of Consumer Collections, or
• Head of Consumer Collections – Unsecured Lending, Collections, whichever applicable as indicated in HRMS reporting line matrix or as instructed in the transition
  
  

~ As Above~

3.3

DIRECT REPORTS

All staff assigned from time to time.

To perform job tasks assigned as described herein in accordance to directions formalize in Collection Manual and work directions given from time to time

3.4

INDIRECT REPORTS

All staff temporarily assigned under “back-up” function formalized.

To assume “Back-up functions of individuals identified

4

JOB PURPOSE

Effectiveness

Core Objectives

• Achieve Bank’s NBD, NPL inventory, delinquency and cost targets
• Achieve targets formalized through Individual Performance Plan – “IPP”
• Achieve performance scorecard established, where applicable
• Manage portfolio assigned by maximizing recoveries and minimizing NBD losses
• Delivery of any assignment(s) assigned from time to time
  
  

Audit & Compliance

• Ensure compliance to Bank Negara Malaysia GP3 guidelines , Fair Debt Practice, Banking & Financial Act and Collections Operation Manual as well as any other job related manuals at all times when discharging duties
• Management of structural, procedural and strategic management controls to ensure the divisions do not fail internal and external audits
  
  

Resource Management

• Manage portfolio assigned in the manner to maximize deliverable, while reducing costs
• Manage to increase productivity at all times
• Manage staff performance & morale through various means inclusive of counseling, where deem required
  
  

Reporting, MIS etc.

• Ensure timely deliverable of reports, MIS etc.
• Ensure factual correctness and accuracy of all outward deliverables
• Regular feedback to business or any related departments on services/ process/ pratices and credit issues in support of the Bank’s activities
  
  

5

CONTRIBUTES TO

• Reduction of NPL inventory
• Recoveries of Specific Provision and Interest In Suspense
• Department Cost Saving
• Audit Compliance
• Internal Process Improvement in Collections
  
  

6

KEY RESPONSIBILITIES

Effectiveness

Bucket Collection Function

• Ensure optimum coverage of accounts under portfolio assigned
• Ensure collectors understand the targets and what is expected of them
• Ensure collectors are briefed on their performance
• Ensure collectors correctly advise borrowers on amount to pay
• Ensure collectors correctly advise borrowers on the repercussions of defaulting
• Ensure collectors correctly advise borrowers on availability of options to pay such as below (not limited), where applicable:
• Payment Arrangement vide Postdated Cheques;
• Debt Rescheduling Program;
• Availability of AKPK;
• EPF Withdrawal;
• Disposal of Collateral Pledged.
• Ensure collectors are aware of the Bank’s Skip Tracing Process
• Ensure collectors understand bankrupt account handling
• Ensure collectors understand deceased account handling
• Ensure timely issuance of instruction to discontinue/ withholding legal action
• Ensure processes on Full & Final Settlement are complied
  
  

Collections Support Functions

• Ensure adherence to scale fees established, where applicable
• Ensure bills processing TAT are met and improving
• Ensure timely and accuracy of outward charges/ bills settlement
• Ensure zero “duplicity” of outward charges/ bills payment
• Ensure correct tagging of auctioned off accounts statuses such as “Shortfall” & “NPL status”
• Ensure accurate and timely charge off shortfall accounts
• Ensure all auction proceeds placed in SCMO are promptly and accurately reversed out
• Ensure balance auction proceeds due are accurately and timely procured & followed up
• Ensure procedures on auction completion extension are complied
• Ensure accurate treatment of auction proceeds
• Ensure instruction to discharge original security documents are accurately issued
• Ensure “Abandoned Projects” accounts are reviewed and managed
• Ensure Imperfect Documents under Collections care are followed through to perfection
• Ensure timely issuance of Repossession Order
• Ensure proper procedures are followed in respect to Auction Price Fixing
• Ensure Individual Assessment, where conducted are timely and accurately
  
  

6

KEY RESPONSIBILITIES

Auction Sales Functions

• Perform visitation to auction premise/ auction property sites
• Perform repossessed vehicles inspection
• Strategize to reduce Management Sales portfolio
• Ensure formalized empanelment processes for realtors/ auctioneers are followed thru.
• Ensure review of empanelled auctioneers/ valuers/ realtors for continuing / removal of service
• Ensure all MIS submitted in relation to work assigned are prepared timely and accurately
• Keeping abreast with properties & vehicles market development at all times
  
  

Generic Functions

• Ensure timely deliverable and follow thru of actionables promised to borrowers
• Ensure operational “fallout” by staffs are counseled and escalated to HR, where established trigger has been breached
• Ensure borrowers’ complaints are placed on priority for closure
• Ensure system maintenance forms are correctly raised in respect to each situation attended
• Ensure business continuity of functions assigned by identify & grooming key successor(s)
• Delivery of any assignment(s) assigned from time to time
  
  

Audit & Compliance

• Ensure speedy closure of audit actionables, within given deadline
• Ensure agreed corrective measures are acted on and followed thru
• Engage in Collections Process and Practice’ review by providing feedback and recommendation with the view to close operational gaps and minimize operational grey areas, if any
• Contribute to the Collections Manual, by actively participating in the updating of the same
  
  

Resource Management

• Review and manage assigned staff’s performance to ensure optimum productivity at all times
• Coach and train assigned staffs for optimum performance delivery
• Ensure operational “fallout” are analyze and needful counseling performed
• Participate in staffs’ engagement program established from time to time
• Participate formally as a “Trainer” for any in-house collections training established
• Contribute formally to training materials, where necessary to enhance overall Collections’ knowledge base
• Ensure claims for Overtime, where applicable are justified
• Ensure Staff reimbursement claims are adequately justified
  
  

OTHER DUTIES

Adhoc reporting and other duties assigned by the Management from time to time.

7.0

KEY RELATIONS

(INTERNAL & EXTERNAL)

Working Relations Regular Contacts

Internal

• Staff of Collections
• Staff of Contact Centre
• Branch staff
• IS staff
• Staff of Credit Operations (CAH)
• Internal Auditors
  
  

Purpose of Contact

• For uniform collection strategies and procedures
• For feedback and resolving customer issues
• Credit information and feedback on collections
• To clarify and resolve customer issues for mutual interest
• To provide feedback on the existing delinquent portfolio
• To provide relevant information/data relating to legal proceedings for successful completion of audit exercise
  
  

External

• Panel Solicitors
• Panel Valuers
• Panel Real Estate Agents
• Land Office Staff
• Court Staff
• Panel Auctioneers
• System Administrators
• Successful Bidder
• MRTA Insurer
  
  

Formally appointed external parties by borrower(s)/ Power of Attorney

• External solicitor
• 3rd party
  
  

Formally appointed by Court Order

• Next of Kin for deceased borrowers
  
  

Based Case On Case Written Consent Obtained:

• Internal Auditors
• External Auditors
• BNM Official
  
  

Purpose of Contact

• Conferring on legal action taken or to be taken
• To build rapport and exchange of legal knowledge on the latest development in Banking Laws
• Attending auction fixed
• System matters
• Settlement of balance purchase price & bills procurement
• Follow up on MRTA proceed
• All matter authorized
• Debts of the deceased, as provided in the order
• Facilitate in internal audit process
• Facilitate in external audit process
• Providing update to BNM official or attending meeting in BNM

EXPERIENCE/KNOWLEDGE REQUIRED

Skills

• Good Negotiation Skill
• Product knowledge
• Good Computer knowledge
• People & Conflict Management
  
  

Knowledge

• Malaysian Legal System in particular banking law & litigation
  
  

Risk & Compliance

Experience

• Collections
• Legal

SCOPE MEASURES

• Management of delinquent accounts
• NPL inventory
• Specific Provisions & Interest In Suspense
• Cost
• Audit

APPROVAL PROCESS

SIGNED

DATE

JOB HOLDER

IMMEDIATE SUPERIOR

DEPT HEAD