Job Description Build reliable, trusty, and long-term relations with assigned customers. Negotiate & motivate customers to carry out their loan obligations. Comply with approved Collections Strategy and Policy to achieve/exceed assigned targets. Ensure the shortest turnaround for collecting overdue amounts. Proactive actions to collect the overdue amounts. Establish repayment schedules based on customers' financial situations. Attending customer enquiries relating to loan defaults and minimizing complaints. Managing collection agents (FTTs) in conducting their jobs effectively and efficiently. Fulfill the KPI's established by Head of Collection MYSG Adherence to Regulatory & Compliance industrial standards. Provide high-quality customer service for delinquent clients based on best practices. Skills and knowledge: Problem-solving and argumentation ability Excellent communication skills Negotiation skills to persuade customers to repay the debt. Proven experience as a Collection Specialist or similar role Customer oriented and has good customer service skills. Able to work under stress. Good interpersonal skills Honest, pro-active, customer-oriented, and detail-focused Meticulous and timeliness in meeting deadlines Team player Qualifications: University degree with a minimum of 5 years of relevant experience with concentration in Corporate/SME banking. Working knowledge of MS Office and databases Fluency in written and spoken Bahasa Malaysia and English. Mandarin speaking would be an added advantage. Good knowledge of Corporate/SME banking credit and collection policies/ procedures. Day to Day Activities: Plan and control revenue & Collection Debtors monitoring Investigate and resolve possible discrepancies or disputes. Build, scale and sustain tools or processes that help ensure that revenue from merchant partner is collected accurately, completely and in a timely manner. Out-serve debtors in collection process by maintaining high merchant satisfaction in every touch point with Grab. Prepare business support report and forecast as requested. Act as finance business partner to support operation from finance perspective. Work with product, operation, and acquisition teams to make sure debtors have the best possible experience. Build, lead and develop revenue collection team. Liaise with auditors & stakeholders to ensure compliance with Grab policy, Revenue code and accounting standard. Liaise with internal and external auditors. Liaise with other departments. Coach and review team member's work Co-operate with regional team and provide required support. Facilitate in business partners co-operation i.e., merchants, vendors, bank. Handle, support, and guide merchant on Grab business operation Ensure all financial transactions are complied with company policies
