Job Description

RESPONSIBILITIES Strategy * Follow up and recover dues from all delinquent accounts (Unsecured) to maximize collections and to minimize credit losses. * Perform Excess management as per laid down guidelines. * Ensure all small balance ac RESPONSIBILITIES Strategy Follow up and recover dues from all delinquent accounts (Unsecured) to maximize collections and to minimize credit losses. Perform Excess management as per laid down guidelines. Ensure all small balance accounts (Credit Card, Personal Credit Line & Blank OD) are worked on at 60 DPD. Ensure all legal bills are checked and batched within cut off time Perform necessary maker/checker for activities as assigned Manage Composite settlement activities Manage SRM requests Manage all Eproc request Liaise with GBS -IN to ensure smooth management of backend activities Maintain department leave records accurately Maintain prescribed quality levels and to convey right information to the client and avoid complaints Building positive rapport with different types of clients over the phone Take appropriate actions to effectively control a phone call Apply the proper phone etiquette to satisfy various client situations 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 Ensure continuous improvement in Productivity to the standards prescribed from time to time Support ongoing initiatives by the management Processes To attend the prescribed training sessions and improve the product knowledge and phone skills consistently. Responsible to satisfy client and maintain good image/reputation for the organization Probe & identify financial needs relevant solutions in line with client charter. To provide professional advice and alternatives/solutions to clients\' request and queries using knowledge of bank&rsquos products and services To adhere to the mandatory compliance check on all calls. To be responsible for 100% of the follow up activities arising from clients call: resolution of complaint, highlight operational issues, complaints, enquires. Ensure zero errors in batching. Exercise judgment while waiving fees / interest. Escalate any system irregularities that may have been noted while using CACS. People & Talent Complete e-learning in timely manner Complete training modules on Discover Risk Management Abide to the DO&rsquos and DON&rsquoTs of Collections Timely escalation of high-risk accounts to Line Manager Escalate / recommend field referrals to minimize risk Ensure complete follow up trails in CACS Highlight any potential breach to Line Manager Highlight any potential complaint to Line Manager for logging into CEMS 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 Regulatory & Business Conduct Display exemplary conduct and live by the Group&rsquos 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. Lead the SG Collections to achieve the outcomes set out in the Bank&rsquos 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. Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent) Key stakeholders Other Collection Units Quality Assurance Finance Unit Property Team GBS - IN Other Responsibilities Embed Here for good and Group&rsquos brand and values in SG Collections Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures Multiple functions (double hats) [List all responsibilities associated with the role] Our Ideal Candidate Diploma / Degree Holders / its equivalent Proficiency in English and Mandarin language A sound knowledge of telephone etiquette Attention to detail ability to comprehend, capture as well as interpret basic computer information Excellent verbal and written communication skills Exceptional time management skills Typing proficiency of 35 wpm and fast data entry skills Proficient in basic MS Office applications Basic knowledge of banking business/financial services in Country Strong interpersonal skills Ability to manage difficult client situations High analytical skills Good problem-solving skills Pleasant personality and positive working attitude Ability to meet tight deadlines ROLE SPECIFIC TECHNICAL SKILLS AND COMPETENCIES AND PROFICIENCY LEVELS Technical Competency Name: 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 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

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