Caller - Tele collections

Bukit Jalil, Kuala Lumpur
Permanent
Full-time

1 month ago

Job Summary

Deliver on Productivity
Contribute to Bucket Inventory closing
Contribute to GCO target
Minimize breaches and customer complaints, achieve compliments.

Key ResponsibilitiesTo 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).

Skills and ExperienceProcesses

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

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

About Standard CharteredWe'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 offerIn 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.

34469

Standard Chartered

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