Full Time Mortgage Operations, Analyst (Collection - Recovery) Jobs, in AIA Malaysia Federal Territory - Maukerja

What You Will Expect:

• To execute and support the day-to-day operations of the Mortgage Collection & Recovery Unit, including collection and recovery activities, agent deduction administration, and customer service functions.
• To ensure all assigned tasks are completed accurately, efficiently, and within established service standards while maintaining compliance with internal policies, procedures, and regulatory requirements.
• To support portfolio performance by assisting in the timely resolution of delinquent accounts, recovery monitoring, operational controls, and customer enquiries.

What You Will Do:

Collections & Recovery

• Conduct collection activities for delinquent and Non-Performing Loan (NPL) accounts through phone calls, written correspondence, and follow-up actions to achieve recovery targets.
• Monitor overdue accounts and follow up on repayment arrangements to improve collection effectiveness and portfolio performance.
• Support the initiation and administration of recovery actions, including Letters of Demand (LOD), foreclosure proceedings, and civil actions in accordance with approved guidelines.
• Liaise and coordinate in a timely manner on all legal matters/proceedings, correspondence and any other recovery-related matter with appointed solicitors and or any related parties/stakeholders.
• Review and verify legal documentation, including Letters of Demand, Originating Summons, Proclamations of Sale, and other legal correspondences.
• Preparing letters and statements pertaining to litigation proceeding, i.e. Statement of Claim and repayment Letter of Offer.
• Investigate and resolve missing payments, payment discrepancies, and account-related issues.
• Conduct site visits and investigations on delinquent and non-performing loan accounts where necessary.
• Process and verify payment requests relating to legal fees, valuation fees, auctioneer fees, court deposits, quit rent, assessment charges, and referral fees.
• Attend Land Office enquiries and coordinate matters relating to Order for Sale applications and property auction proceedings.

Agent Deduction & Payroll Deduction

• Maintain agent deduction arrangement for mortgage accounts.
• Monitor agent debit balances and ensure accurate deduction processing.
• Maintain records and follow up on deduction-related discrepancies and exceptions.

Reconciliation

• Perform and journalize account adjustments relating to interest charges, penalty interest, payment allocation errors, homeowner insurance and other approved transactions.
• Process and journalize approved waivers and payment adjustments within the same month, including follow-up investigation, missing payment and any other related matters.
• To attend, investigate, reconcile and resolve missing payment cases on discrepancies within agreed timely.
• To put up request for adjustment payment and penalty interest waiver within agreed timeline.
• Ensure the accuracy and integrity of mortgage account balances and transaction records.

Customer Service

• Handle customer enquiries, requests, and complaints relating to collection and recovery matters and account maintenance matters.
• Assess and process requests for penalty interest waivers and account adjustments in accordance with approved policies and procedures.
• Liaise with borrowers and internal stakeholders to resolve collection, recovery and account-related matters.
• Maintain proper records of customer communications, requests and resolutions.

Reporting

• Prepare and update monthly management reports.
• Monitor and report collection and recovery performance.

Other Responsibilities

• Undertake and support ad-hoc projects, strategic initiatives, special assignments, process improvement activities, and any other duties assigned by the Immediate Superior, Head of Department, or Management to support departmental and organizational objectives.

What You Will Need:

• Education – Degree in Finance, Economics, Business Administration or related disciplines, and/or equivalent relevant working experience.
• Experience – Minimum 5 years of experience in collection, recovery, delinquency management and/or litigation-related processes.
• Special skills – Able to work independently, detail-oriented and possess strong analytical and problem-solving skills.
• Good command in English communication skills.