Collections Specialist

Trust is the first of a new breed of banks in Singapore - digitally native and focused on delivering a delightful customer experience. You will work in a fast-paced and collaborative environment to solve new and interesting challenges each day. Together with our Trust team, you will help shape the future of our bank.

As a **Collections Specialist** you'd be able to work on and solve many interesting challenges which we are facing, learn new ways of working, and help build delightful high quality products for our customers.

To call and follow up on past due delinquent accounts to secure payments to prevent flow through of accounts in compliance with regulatory and bank requirements.

Possess the ability to negotiate with borrowers to make the payments required to control delinquency flow and to achieve individual productivity standards.

Review the portfolio and highlight for suspension / cancellation / litigation of accounts.

To provide effective management information support for diligent monitoring of delinquent portfolio (including Non Performing Loans (NPLs) & Charge off Accounts) and in ensuring prompt follow up action.

To assist in periodic internal and regulatory reporting of NPLs and Charge Off Accounts in a timely manner.

To assist & support Collections Lead / Head of Core-Ops in administrative functions of Loan Recovery as assigned.

**The Role Responsibility**:

- Perform Telephone dunning of delinquent accounts and negotiate with borrower for acceptable repayment plans in a proper professional manner
- Strong ability to negotiate, persuade and convince customer to pay
- Tactfully engage with customers who responded to our legal actions for loan recovery / collections
- To manage and achieve Key Performance Indicators (KPIs) such as daily productivity standards in terms of number of calls, contacts, promise to pay (PTP), kept promises (KP) and money collection
- Manage delinquent accounts to prevent control flow through of accounts and to achieve targeted delinquency number.
- Review and initiate cost effective collection and recovery avenues to maximize recoveries and minimize losses including giving instructions to panel solicitors for litigation
- Able to recommend and execute appropriate collection / legal / restructuring actions for recovery of debt and minimise credit losses.
- Review and assess suitability of customer eligibility under Bank's financial relief or forbearance program / Credit Counselling Singapore (CCS) Debt Management Program (DMP)
- To promptly and diligently file Proof of Debt (POD) for bankrupted borrowers or under Debt Repayment Scheme
- Ensure that collection actions compliant with regulatory and corporate guidelines. This includes follow up actions are in compliance with regulatory and bank's internal policies.
- Preparation of reports / analysis in terms of KPIs / delinquency number
- To carry out all other duties assigned from time to time by management.

**Role Specific Technical Competencies**:
Skill

Target proficiency level

Collections Techniques / Strategy

Expert

Microsoft Word, Excel, Powerpoint

Advanced

Litigation - Debt Recovery

Core
- Diploma / Degree in any field
- 3 - 5 years of working experience in bank's debt collection function. Strong Knowledge in litigation / recovery process will be an added advantage
- Strong communication skills in English
- Team player who possess strong interpersonal, effective negotiation and analytical skills
- Target oriented and able to work under pressure
- Meticulous, firm, tactful and customer service oriented
- Proficient in Microsoft software (Word, Excel & Powerpoint) will be an added advantage
- Able to be analytical and make good judgement in reviewing accounts
- Ability to thrive in a fast-paced working environment and achieve individual / team targets

**Come as you are** Trust is an inclusive and open-minded workplace. If you are smart and good at what you do, that's what we care about. So come as you are.

**Trust is an equal opportunity employer. We prohibit discrimination and harassment of any kind.** We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trust are based on business needs, job requirements and individual qualifications, without regard to age, gender, physical ability, race, religion or belief, family or parental status, sexuality, or any other status protected by laws or regulations. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.