Global Support Executive

Why join us?

Collections involves in outbound call to customers who has past due payment for any bank products, such as credit card. Agents also handle inbound call from customers, resolving customer inquiries in a professional manner, follow up with customers and related internal parties where necessary.

Throughout the process, agents must work closely with customers to manage delinquency levels, while recognizing the value of customer relationships and ensuring customers are treated fairly. Through the use of risk segmentation, the customer centric Collections processes should deliver appropriate treatment tailored to their individual circumstances at the right time.

Group entities must adopt Collections operations and strategy practices which conform to Group policy.

The collections phase of credit risk management life cycle covers early stage/ mid-range/ late stage collections, post write-off recoveries by in-house or external agencies, and the management of customers in financial hardship and/or customers with:

• Accounts that have missed a contractual payment.
• Accounts that are in default or being in excess of their limit.
• Delinquent accounts that exhibit higher risk characteristics, e.g. indebtedness levels, returned payments, past delinquency, no credit payment/repayment activity into the account (dormancy).

What you’ll do:

Agents have the collective responsibility to ensure seamless collections activities and apply these principles in their practices and policies/procedures:

• Minimize potential losses and optimize the net economic value of bad and overdue debt.
• Be ethical, transparent and treat customers fairly.
• Be compliant with the letter and spirit of regulatory requirements.
• Reflect the customer’s ability and willingness to repay the borrowing and design solutions that protect the bank’s and the customer’s interests; establish and maintain written local policies and procedures in compliance with local regulations and the Group policy.
• Identify customer groups that need bespoke treatment and formalize their treatment in local manuals, e.g. able customers, managing customer, customers with Enhanced Care Needs (Vulnerability), complaint handling and etc. 
• Establish roles and responsibilities.
• Robust management oversight and forums engaging key stakeholders from Risk, RBWM Credit Control Services (CCS), Business, Operations, Finance, Regulatory Compliance and Legal as appropriate.

What you will need to succeed in the role:

• Maintain good self-discipline, be punctual, adhere to utilization, meeting all the base line targets and efficiency in productivity.
• Work together with respective line managers and achieve good quality and performance. 

We’ll provide DIM process training and CEM (Customer Engagement Model) training once you are selected for the role.

Below are the minimum standards to measure good CEM call quality.

Act:

• In each call, agents should demonstrate adherence to all regulatory requirements defined as critical by the Local Country Collections Operation.

Conduct:

• Base competency in recognizing and appropriately responding to clear customer vulnerability situations.
• Base competency in understanding customer support needs established through a clear understanding of the reason for delinquency (RFD) and affordability specifics.
• A commitment to HSBC’s values – ensuring our customers are treated with dignity and respect.
• Base competency in recognizing and recording customer complaints encountered when servicing our customers.

Service:

• Owned the customer experience – creating value through the actions taken.
• Demonstrated appropriate knowledge of products, procedures, polices, and services.
• Clearly understood our customer’s RFD and Affordability (current state and future consideration).
• Demonstrated genuine empathy and diligence in recognizing potential customer vulnerabilities.
• Placed urgency on establishing repayment/solution.
• Ensured the repayment/solution agreed is aligned to the customer needs presented.
• Clearly articulated consequences when appropriate.

What additional skills will be good to have?

• Good communication skills with all stakeholders, especially with customers, peers and line managers.
• Ability to write in emails and speak fluent Bahasa Malaysia and English.
• Implement soft skills when handling customers.
• Ability to build rapport with and relate to a wide range of people.
• Ability to maintain focus while working and learning.
• Active listening.
• Flexibility to work at usual shift 9am-6pm.
• Able to commit to over time (OT) work when needed.
• Basic computer knowledge and good keyboard skills.