Caller - Tele Collections
Standard Chartered
- Kuala Lumpur
- Permanent
- Full-time
- Follow up and recover dues from all delinquent accounts to maximize collections and to minimize credit losses.
- 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).
- Ensure zero errors in batching
- Exercise judgment while waiving fees / interest
- Escalate any system irregularities that may have been noted while using Collection System
- Complete e-learning in timely manner
- Complete training modules on Discover
- 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
- Processing & decision making as per the Departmental Operating Instructions manual & within the timeliness and accuracy standards specified
- Perform any ad hoc task assigned by Supervisor/Manager
- 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
- Communication Skills
- Collections Process
- Product Knowledge
- System Knowledge
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 termIn 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.Visit our careers website