JOB SUMMARY 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. RESPONSIBILITIES Strategy Follow up and recover dues from all delinquent accounts 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 batching Exercise judgment while waiving fees / interest Escalate any system irregularities that may have been noted while using Collection System People & Talent Complete e-learning in timely manner Complete training modules on Discover 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 Other Responsibilities Perform any ad hoc task assigned by Supervisor/Manager QUALIFICATIONS Diploma / Degree in any field Preferably 2 - 3 years of working experience in bank's debt collection function. Knowledge in Singapore's litigation / recovery process will be an added advantage Fresh graduates are encouraged to apply Strong communication skills especially English. Proficient in Mandarin / dialects will be an added advantage Team player who possess strong 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 Our Ideal Candidate Role Specific Technical Competencies Communication Skills Collections Process Product Knowledge System Knowledge About Standard Chartered We're an international bank, nimble enough to act, big enough for impact. For more than 160 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 . Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term 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, parental/maternity (20 weeks), sabbatical (12 weeks 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. Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
