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Seeking experienced tele-collections officer to drive compliance & reduce delinquency at Standard Chartered Bank in KL.
Help secure payments, manage risk, and support growth with strong communication and analytical skills.
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.
Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)
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:
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.
Information at a Glance
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Job Skills
Relevant Skills
Decision Making Skills
Accounts Payable
Elearning
Success Driven Person
Risk Management
Analytical Thinking
Chinese
Microsoft Software
Microsoft Word
Self Motivation
Courtesy
Mental Health
Quality Management
Knowledge of Finance
Microsoft Excel
Innovation
Attention to Detail
Geography
Continuous Training
Microsoft PowerPoint
Vehicle Suspension
Team Working
Legal Lawsuits
Risk Analysis
Service Orientation
Auditing Skills
Debt Management Planning
Communication Skills
Management of Stress
Stock Control
Accounts Receivable
Negotiation Skills
Perseverance
Governance
Anti Money Laundering
English
Assertiveness