Shinhan Bank Vietnam

Overview of job

Overview
This personnel will be responsible for collection planning target & vendor management activities such as managing vendors’ performance, calculating past due ratio, productivity of outsourcing agent. Additionally, this role will be responsible for managing delinquent customers by applying the appropriate internal retail collections processes and strategies.

Main Activities/Tasks
- Responsibilities include:
- Review all retail loans (excluding loyal employee loan, cashback loan), secured loan and consumer credit card in specific arrears period to ensure minimization of delinquency.
- Review to minimize losses from delinquency
- Review to maximize dollars collected
- Review data analysis, management and reporting
- Cross check soft collection activities including sending reminder email/SMS/Letter
- Manage inquiry/ complaint handling for internal and external customers
- Review planning for breakdown target for each team and monitoring
- Review incentives and payout calculation
- Review process entries in AITHER System (collecting overdue amount, interest, charge-off) for customer before assigned to agents
- Review monitoring and performance tracking of agents
- Verify customer information for calling
- Process other administration tasks (onboarding/ off-boarding, hard file retrieval)
- Prepare update of vendor contract/appendix
- Monitor a team of outsourcing agents to achieve team target
- Review action of delinquent accounts in line with approved Shinhan Collections strategies and processes
- Handle contacting customers and negotiating acceptable arrangements to clear delinquency with constraints of policy and legislation, relating to both credit risk and customer advocacy.
- Review processed entries in AITHER System (collection overdue amount, interest, charge-off) after assigning to agents
- Review recorded collection activities and customer interactions on internal systems with appropriate diary follow up

- Prefer Male
- Bachelor’s degree in IT, Economics, Business Administration.
- Proficiency in SQL, MS Excel. PPT skill is preferred
- MIS, analytical, negotiation, influence & investigation skills, good problem solving abilities & strong decision making.
- Prior experience in a Collection, Customer Contact environment/ under Consumer lending environment/ Financial Service industry
- Fluent English