Life at DBS – Credit Management Officer

Hi, I'm Darren I'm one of the Team Leads from the Singapore Collections team

I'm Chen Hwee, I'm a Credit Management Officer from the Singapore Collections team I deal with customers that are late in their payments for both secured and unsecured facilities On a day-to-day basis, what we do is we'll give reminder calls to our customers And to inform them what is the latest outstanding and to arrange payment from there And on top of that to incorporate Joyful Banking, what we will do is to probe customers further to find out what are their financial difficulties, what are the challenges that they are having and we try to work out a suitable repayment plan with them As a Credit Management Officer, first of all, you have to listen to what customers say because every customer will have their reason for not being able to pay their dues

So as a Credit Management Officer, you really need to give them a hearing ear, and also understand their situation Some of the customers are actually quite frustrated with their current situation So we've got to be really patient, understanding, and be a good listener As well as we have to empathise with what they are going through So from there we try to work out the most suitable repayment plans for them

The most rewarding part would be being able to help my customers to improve their financial situation Even though it's not immediate, but gradually we are able to actually work out a repayment plan and then we follow through So eventually they will be able to clear off their outstanding They will turn around and say, "Hey Darren" "I could have spoken to you earlier on, in that case I wouldn't have run into these kinds of situations" To me, that is something that is very fulfilling and very satisfying as a Credit Management Officer And at the end of the day, I feel good! If you're someone that's positive, you enjoy challenges, and you like to help people this role is definitely suitable for you Because you will definitely feel

It's actually rewarding and fulfilling to be able to improve our customers' lives

Source: Youtube

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