Compliance & Customer Fulfillment Officer, Collections Compliance & Customer Fulfillment Officer,  …

OCBC Bank (Malaysia) Berhad
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Last application, 16 Feb 20
OCBC Bank (Malaysia) Berhad
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Last application, 16 Feb 20
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.
  • 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.

  • 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