Identifies disputes causing delay in payment and deals with it effectively and in a timely manner. Investigate any unallocated cash or open items promptly.
Escalates issues and contacts internal personnel to encourage resolution. Escalates issues to line manager that pose potential risk and non-payment within a timely manner.
Initiates collection calls and sending timely reminder to account holders. Researches and resolves delinquency/ billing issues on allocated accounts.
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Engaging with Customers: Handling inbound/outbound calls with a focus on managing customers collections, billing related queries, and follow up
Building rapport and responding to customers enquiries in an appropriate manner, offering personalized service with a “can do” attitude. Maintain a professional, empathetic approach with every customer
Cross-Functional Collaboration: Partner with other functions e.g. Billing team to resolve blockers
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Manage key operational vendors, including card personalisation bureaus, courier vendors, and collection agencies, overseeing contract performance, service quality, and turnaround times.
Manage system vendor relationships, driving service quality and ongoing cost optimisation across all supporting platforms.
Support the management of BNM-related escalations, including customer complaints and regulatory inquiries relating to cards and credit lending, ensuring timely and compliant resolution.
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Key internal stakeholders - Internal Audit, Group Compliance, Group Risk, Group Legal, Group Ops & Technology, Enterprise Business Continuity Management,
Collaborate with Group Compliance and Group Risk to drive completion of reviews of key regulatory guidelines, risk attestation and due diligence for outsourcing activities etc.
Facilitate regular independent reviews to identify compliance non-conformities, assess efficiency and create sound internal controls and to provide strategic guidance for area of improvements to strengthen governance
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Project Coordination, Migration & Governance: Track and report weekly project progress across the Market Risk user group , manage key stakeholder and vendor dependencies , execute the migration "Run Book" during Go-Live , and maintain meticulous documentation throughout the project lifecycle.
Knowledge Transfer & Mentorship: Mentor and upskill permanent Market Risk team members to ensure a seamless operational transition post-Go-Live.
Bachelor’s degree or higher in Financial Engineering, Quantitative Finance, Finance, Mathematics, Statistics, or a related quantitative field.
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Review and approve rescheduling and restructuring proposals in line with credit policy and risk appetite.
Oversee the timely review and enhancement of the EMB Credit Procedure Guide, ensuring alignment with business developments, risk appetite, and regulatory requirements.
Ensure full compliance with all applicable regulatory requirements, internal controls, and audit expectations.
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