Debt Servicing & Support Officer; PSO

Responsibilities

• Manage the life cycle of Debt Management Programme (DMP) clients, including onboarding of new DMP clients.
• Provide support to clients to complete their DMP journey by attending to and resolving repayment issues and/or disputes with creditors.
• Contact clients who default on DMP payments and ensure all cases assigned are worked within the stipulated deadline, including handling ad-hoc lists from banks.
• Administer inactive accounts such as No Action Required (NAR) and terminated cases, including arranging review sessions and appeals to creditors.
• Handle queries from clients and creditors in a timely and effective manner.
• Document and update communication with clients and creditors in the system accurately, comprehensively, and promptly.
• Maintain professional and cooperative working relationships with colleagues across and within departments.
• Provide support cover for LML/MDMP/DMP/NAR review cases in the absence of the main OIC as and when required.
• Identify areas of concern and make suggestions for work improvement to management.
• Escalate exceptional situations to supervisors’ attention in a timely manner.
• Comply with SOP, workflow, organizational and regulators’ policies and practices.
• Adhere to company policies (including PDPA and staff-related) and procedures diligently, carry out duties in accordance with specified service level and good governance, observe client information confidentiality, and conduct oneself professionally when interacting with internal and external parties.
• Perform any other jobs and duties as and when assigned.

• Diploma in Finance, Accountancy, Banking & Financial Services or Business Administration.
• Good understanding of debt collection and repayment processes.
• Strong telephone and customer skills, with a clear conversational voice.
• Excellent listening skills and patience to handle challenging clients.
• Preference will be given to applicants conversant in multiple languages and dialects.