Compliance & Customer Fulfillment Officer (Collections)

  • Competitive
  • Kuala Lumpur, Malaysia Kuala Lumpur Kuala Lumpur MY
  • Permanent, Full time
  • OCBC Bank (Malaysia) Berhad
  • 19 Sep 18 2018-09-19

Compliance & Customer Fulfillment Officer (Collections)

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:


  • Contribute to meet department financial KPI.
  • 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
  • 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.
  • 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.
  • 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.
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.

  • 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