Collection Specialist (Back End) - Consumer Credit Risk

About the role

DBS is hiring a Collection Specialist (Back End) within its Consumer Credit Risk, Risk Management Group. The objective is to maximise recovery of past-due outstanding amounts by taking effective and persistent collection action against delinquent account holders, while keeping the flow of these accounts out of charge-off at 180 days.

Key responsibilities

• Contact account holders 90 to 150 days past due and cancelled, and contain the flow of delinquent accounts from being charged off at 180 days.
• Review accounts and recommend legal action or exercise of set-off rights in line with the Bank's Terms and Conditions.
• Negotiate payment schedules that balance maximum profitability with minimum risk exposure.
• Follow up with past-due customers by phone, SMS, email and letter, and escalate irregular cases to the team leader.
• Offer solutions to genuine defaults and propose repayment plans or composite settlements for customers showing hardship.
• Handle cases with no contact number by contacting joint borrowers or finding alternative contact details.
• Perform collection administration such as updating delinquent account history, customer data, payment instructions, payment apportionment adjustments, reversing charges, duplicate statements and MIS data collation.
• Act with due diligence on compliance and control to minimise the Bank's risk exposure.

Required profile

• Degree or diploma holder with 2 to 3 years' experience.
• Highly motivated team player with relevant experience.
• Able to manage difficult customers and situations independently.
• Experience in customer service, telemarketing and call centres with knowledge of legal processes is an added advantage.

Required skills

• Excellent interpersonal and communication skills.
• Good analytical and decision-making skills.
• Knowledge of or aptitude for consumer credit products.
• Proficiency in Microsoft Office applications.