Collection Officer

Job Summary

To contact customers for payments based on queues and job assigned. To maximize efforts in collections prior to charge off.

Key Responsibilities

Strategy

Achieve collection performance against monthly targets/scorecard.

• To meet conduct as per monthly Scorecard

• Support negotiation of staggered payment proposals/full & final settlements

• Ensure dialler productivity meets the relevant performance benchmarks

• Evaluate and assign cases to Field visit according the following circumstances:

• Uncontactable, all available numbers in host (CACS, RLS, EBBS, ICM etc) have been attempted

• Skip Tracing performed with futile outcome to contact customer(s)

• Avoiding customer

• Repeated history of broken promise in the last 30 days or date of last payment.

• Escalate complex or high-value delinquent accounts for legal action.

• Evaluate and assign cases to Field Visit Officers for Settlement/R&R/AKPK Letter of Offer follow-up or visitation on habitually delinquent & avoiding customers.

• Evaluate and recommend instruction to KIV/stop legal

• To request to conduct skip search for un-contactable accounts to obtain latest correspondence mailing address or contact number by routing the account to a designated supervisor review State Code at CACS, (such as X20 state where X represents F,M,H for Collection Supervisor to review).

• To follow in accordance to the call scripts & abide with verification process.

• At all times, update all collection activities into Collection System(CACS) accurately

• Update excuse code/reason for default for all inbound / outbound calls handled

• To manage Vulnerable Clients with sensitivity.

• Escalate High Risk/Suspicious accounts to Line Manager

• Guide newcomers/junior staff in their learning curve.

Business

• To ensure all work/ assignment submission to Line Manager is accurate and timely
• Confirm payment mode (Interbank GIRO/cheque) and if it is cheque payment, remind customer that it has to be made as per the bank’s standard

People & Talent

• To achieve the required contribution to team performance through effective working relationships with colleagues
• Attend scheduled training programmes on time
• To complete mandatory e-learning(s) on timely before the deadline
• Up-skill by partaking in Bank’s vast training modules and embracing AI related learnings

Risk Management

• Ensure appropriate approval processes for settlements, waivers, and restructuring cases
• Ensure all collection activities are carried out in compliance with the agreed standards and with due recognition of the regulatory guidelines within the country and the overall OR framework.
• Ensure uphold the principles of Treating Customers Fairly (TCF) during customer interaction.
• Handle customer enquiry’s and agree on re-negotiated repayment terms involving complex or exceptional cases
• Participate in Reviews/Meetings within Collections and across business units as and when required.

Governance

• Support implementation of the Bank’s Governance framework (including relevant risk frameworks)
• Account for compliance with operational risk, against Money Laundering guidelines, reputation risk, TCF Policy, Shariah requirement and local regulations on collections activities including but not limited to customer data privacy, physical contact and use of 3rd party agency guidelines.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.
• Ensure that the Regulatory requirements of the Central Bank are complied with at all times.
• To support reporting of information to external auditors and regulators ensuring compliance with internal and regulatory policies and guidelines
• 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.

Key Stakeholders

• Country Head of Collections
• Head, Tele-Collections
• Senior Manager, Recovery, Malaysia
• Senior Manager, Collections Speciality
• Senior Manager, Collection Strategy & Governance
• Manager, Admin, AKPK & R&R
• Human Resources, Relationship Manager

External

• Lawyers
• AKPK
• External Collection Agencies

Skills and Experience

• Communication Skill
• Negotiation Skill
• Problem Solving Skill
• Computer / Microsoft Office Literacy
• Time Management

Qualifications

• Education: Diploma / Degree Holder
• Languages: English, Bahasa

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.