Sr Exec - Collection Inbound Management

at  Hong Leong Bank

If you are looking to excel and make a difference, take a closer look at us…

Responsibilities:

• Handle inbound calls from branches and customers.
• Ensure minimal abandoned calls
• Resolve queries from branches/customer to their satisfaction at first call
• Perform payment confirmation via inbound calls from branches and advise customers to regularize their accounts if delinquent.
• Escalate calls which are non-collection related to respective department and OIC.
• For cases which cannot be resolve by the agents, escalate and transfer calls to the respective Collection officer eg. status of R & R application, waivers pending approval etc. and follow up until closure.
• Record and update each call received accurately in e-Collect or Quality Control system for statistical reports.
• Record and log inbound calls which do not meet matrix or are non-collection related to feedback to Branches Operations.

Responsibilities:

• Degree or equivalent
• Experience in banking collection process

About Hong Leong Bank
We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.
We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.
Realise your full potential at Hong Leong Bank by applying now.

Responsibilities:

• Handle inbound calls from branches and customers.
• Ensure minimal abandoned calls
• Resolve queries from branches/customer to their satisfaction at first call
• Perform payment confirmation via inbound calls from branches and advise customers to regularize their accounts if delinquent.
• Escalate calls which are non-collection related to respective department and OIC.
• For cases which cannot be resolve by the agents, escalate and transfer calls to the respective Collection officer eg. status of R & R application, waivers pending approval etc. and follow up until closure.
• Record and update each call received accurately in e-Collect or Quality Control system for statistical reports.
• Record and log inbound calls which do not meet matrix or are non-collection related to feedback to Branches Operations

Responsibilities:

• Degree or equivalent
• Experience in banking collection proces