Officer - Tele collection

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Officer - Tele Collection role at Standard Chartered, Kuala Lumpur.

Seeking a mid-level collection specialist to manage delinquent accounts and drive productivity.

Job Summary

• Achieve scorecard as defined by management
• Deliver on Productivity
• Contribute to Bucket Inventory closing
• Contribute to GCO target
• Minimize breaches and customer complaints, achieve compliments

Key Responsibilities

To call and follow up on past due delinquent accounts to secure payments to prevent flow through of accounts in compliance with regulatory and bank requirements. Possess the ability to negotiate with borrowers to make the payments required to control delinquency flow and to achieve individual productivity standards. Review the portfolio and highlight for suspension / cancellation of accounts.

Strategy

Follow up and recover dues from all delinquent accounts (Unsecured) to maximize collections and to minimize credit losses.

Business

• Call and cover all assigned accounts as per collection strategy
• Ensure Dialer usage (as required)
• Ensure effective tele-calling to restrict forward flows by collecting the total due amount
• Comply with scripts, call pitch & strategy
• Review and assess suitability of customer eligibility under Bank's financial relief or forbearance program / Credit Counselling Singapore (CCS) Debt Management Program (DMP)
• Review accounts for cancellation and give instructions to panel solicitors to issue Arrears Letter of Demand (ALOD) / Letter of Demand (LOD)

Processes

• Ensure zero errors in operation activities ( waivers/settlement/Legal etc)
• Exercise judgment while waiving fees / interest
• Escalate any system irregularities that may have been noted while using Collection System (Debt Manager)

People & Talent

• Complete e-learning in timely manner
• Complete training modules on Discover/Percipio

Risk Management

• Abide to the DO’s and DON’Ts of Collections
• Escalate / recommend field referrals to minimize risk
• Timely escalation of high-risk accounts to Line Manager
• Highlight any potential breach to Line Manager
• Highlight any potential complaint to Line Manager
• Review of accounts to cancel potential delinquent accounts
• Ensure complete follow up trails on Collection system
• Ensure zero errors in batching
• Exercise judgment while waiving fees / interest
• Escalate any system irregularities that may have been noted while using Collection system
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager
• Upholding the values of the group & Company at all times Compliance with all applicable rules/regulations & Company & group Polices

Governance

Processing & decision making as per the Departmental Operating Instructions manual & within the timeliness and accuracy standards specified

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters

Key stakeholders

• Internal
• Other Collection Units
• Quality Assurance
• External
• Collection Agencies for Referrals (for authorized officers only)
• Legal agencies (for authorized officers only)

Other Responsibilities

Embed Here for good and Group’s brand and values in Trust – Collection Unsecured; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats);  Perform any ad hoc task assigned by Supervisor

Experiences, Skills and Qualifications

• Qualifications: Diploma, Bachelor's or Master's degree in recognised university.
• Candidate with 2 - 3 years of working experience in bank’s debt collection is preferred.
• Knowledge in Singapore’s litigation / recovery process will be an added advantage
• Fresh graduates are encouraged to apply
• Demonstrate good communication in English to manage customer
• Proficiency in Mandarin will be an added advantage
• Team player with excellent interpersonal, effective negotiation and analytical skills
• Target oriented and able to work under pressure
• Meticulous, firm, tactful and customer service oriented
• Proficient in Microsoft software (Word, Excel & Powerpoint) will be an added advantage
• Able to be analytical and make good judgement in reviewing accounts
• Ability to thrive in a fast-paced working environment and achieve individual / team targets

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we:

Together we

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

• In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.