Job Description

The Role Responsibilities Job Role Perform day to day calling activity for inbound / outbound customers and negotiate payments for past due accounts for digital product. Strategy Perform calling activity for inbound / outbound customers and negotiate payments for past due accounts. To achieve KPIs indicated in the monthly Scorecard. Evaluate and assign cases to Field visit according the following circumstances. Evaluate and assign cases for Legal actions according to legal action criteria Evaluate and recommend instruction to KIV / stop legal. To follow in accordance to the standard telephone scripts provided. To ensure all works / assignment submission to supervisor is accurate and on timely manner. Confirm payment mode (cash / cheque) and if it is cheque payment, remind customer that it has to be made as per the bank\'s standard. To escalate to Supervisor on early sign of financial difficulties / market concern based on customer feedback. Business Respond to customer queries in a timely manner. To escalate to Supervisor within 24 hours on queries / potential complaints / complaints requires investigation. To ensure all SOP processes relating to own work area are strictly adhered to at all times. Identify and lead process improvement opportunities leading to superior customer experience and cost saving opportunities. Processes Identify and escalate unusual customer\'s transaction patterns which could potentially lead to losses. Identify and escalate process gaps in day to day operations. Exercise due care and diligence in ensuring all anti money laundering and KYC requirements are complied with. Upgrade knowledge and skills through training or other means to ensure effective performance of duties. Contribute to a satisfactory Audit rating. To adhere and compliance of Bank Negara Guideline, Regulatory Guideline, Global Credit / Collections Standard and Credit Policy Manual in the responsible relationship accounts and transactions. No major breach of regulations and non-compliance of Group\'s standards in the responsible relationship accounts and transactions. Accountable for compliance with Group Code of Conduct, Collector Code of Conduct, Banking Secrecy, KYC, Anti-Money Laundering, Reputational Risk, Treating Customer Fairly policies and local regulations on collection activities including but not limited to customer data privacy, physical contact and use of third party agency guidelines, etc. Accountable for compliance with Islamic Financial Services Act. People and Talent Action Oriented Taking on new opportunities and tough challenges with a sense of urgency, energy and enthusiasm. Collaborates Building partnerships and working collaboratively with others to meet shared objectives. Courage Stepping up to address difficult issues and saying what needs to be said. Customer Focus Building strong customer relationships and delivering customer-centric solutions. Instils Trust Gaining the confidence and trust of others through honesty, integrity and authenticity. Nimble Learning Actively learning through experimentation when tackling new problems. Using both successes and failures as a learning factor. Risk Management Decision Quality Making good and timely decisions that keep the organisation moving forward. Develops Talent Developing people to meet both their career goals and the organisation\'s goals. Drives Vision and Purpose Painting a compelling picture of the vision and strategy that motivates others to action. Gives Clarity and Guidance Providing direction, delegating and removing obstacles to get work done. Governance Manages Ambiguity Operating effectively even when things are not certain or the way forward is not clear. Regulatory and 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. To achieve the outcomes set out in the Bank\'s Conduct Principles: [Fair Outcomes for Clients Effective Financial Markets Financial Crime Compliance The Right Environment]. Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. Key Stakeholders Manager, Tele-Collections Manager, Recovery Manager, Collections Operation Support, Retail Clients Human Resources Legal and Compliance Our Ideal Candidate Experience in the banking industry, with collection knowledge and unsecured / Secured loan product knowledge. Knowledge of laws relating to bankers\' rights, corporate finance, security documentation and realization, appropriate Corporate Law and insolvency. Strong negotiation, communication, analytics and interpersonal skills. Role Specific Technical Competencies Negotiation, managerial and organizational skills to manage Problem Accounts Interpersonal skills coupled with professional integrity in order to command respect / credibility in situations involving conflicting interests (internal and external) Professional qualification and / or extensive practical know-how in accounting, finance and banking practice and theory Experience in the banking and insolvency industry, with sound knowledge of risks involved in lending, particularly corporate lending Knowledge of laws relating to bankers\' rights, corporate finance, security documentation and realization, appropriate Corporate Law and insolvency (such as restructuring, receivership, bankruptcy and winding up) Ability and willingness to take initiative, make decisions, exercise responsibility and accept accountability for the same 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 , together with our brand promise, to be are achieved by how we each live our . 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 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.

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