Compliance & Customer Fulfillment Officer, Collections
OCBC Bank
Kuala Lumpur, Malaysia
1 hari yang lalu

Description

  • Compliance Manage the compliance procedures and processes required of the Department and ensure in compliance with RCSA, RRSA, BCM, Data Quality, Training, Clean Desk and Door Access review.
  • Customer Fulfilment Manage the complaints (Gifts) and all Service Requests that required resolution from the Department.
  • Duties and Responsibilities :

    Financial

  • Contribute to meet department financial KPI.
  • Compliance

  • Review and update the Department on new compliance procedures and processes. Ensure strict adherence to all credit policies, procedures, BNM guidelines, compliance, information security, etc.
  • Identify, document and assess the key risks / gaps of procedures and processes within the Department and propose the establishment of controls and checks via RCSA / RRSA.
  • Report regulatory breaches monthly or when needed, to RCU, Division ORM Coordinator and Shariah via Head of Department.
  • Review and update the Business Continuity Management (BCM) processes. Coordinates all activities related to BCM, including BCP Site Testing, Call Tree exercise and Desktop Walkthrough.
  • Conduct quarterly review for external Collections Agencies. Assess key risks / gaps for agency and propose establishment of controls / checks
  • Act as System Security Coordinator for COD to monitor Department’s system access matrix and conduct review as per IDM schedule

    Processes

  • Ensure timely submission of all compliance reports.
  • Monthly assessment of Data Quality for Basel critical elements, e.g. account status, collateral updates and AKPK payment distributions and prepare the quarterly Data Quality Scorecard.
  • Manage complaints under the ownership of the Department and ensure prompt attendance to all Gifts received. Assist with root cause analysis for Gifts as appropriate.
  • Monitor and ensure complaints are addressed / reverted in a timely manner.
  • Track and report on performance of customer fulfilment inclusive of Monthly Summary of Gifts for the Department for HOD review.
  • Conduct monthly surprise checks for Security Envelopes, Credit Proposition Files, Cashier Order and Post Dated Cheques etc.
  • Ensure safekeeping of Department’s documents i.e. original copies of signed off memo, DOI, policies etc.
  • Human Capital

  • Monitor the Training progress to ensure compliance.
  • Educate staff on compliance issues and act as liaison on compliance with Regulatory Compliance Unit (RCU) and Operations Risk Management (RM).
  • Take on ad hoc projects and / or special tasks assigned by Unit Head.
  • Qualifications

  • Experiences in risk management or audit related area will be advantage.
  • Proficient in English and good writing skills
  • Pleasant disposition with good interpersonal and communication skills
  • Positive attitude together with initiative; and able to work independently
  • Good knowledge of Microsoft Words, Excel, and PowerPoint

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