Collector, Tele-Collection

Responsibilities

Strategy

• Ensure effective tele-calling to improve recovery rates, use settlements, instalment plans and composite payments as per strategy.
• Comply with scripts, call pitch & strategy.
• Adhere to Local Regulator Guidelines, Global Credit Standards, Credit Policy Manual, Collections Procedures and Forbearance standards.
• Abide by the DO’s and DON’Ts of collection.
• Follow all DOI related procedures/documentation.

Business

• Deliver on financial goals – Gross Charge Off, Recoveries, Delinquency rates and cost.

Processes

• Ensure Dialer usage (as required).
• Call and cover all assigned accounts as per collection strategy.
• 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 for logging into CEMS.
• Ensure complete follow-up trails on CACS.
• Ensure update of customer demographics are escalated via warm transfer to contact centre.
• Exercise judgment while proposing negotiated settlements.
• Perform any ad-hoc task assigned by Recovery Manager from time to time.
• Escalate any system irregularities that may have been noted while using CACS.
• Ensure timely maintenance of accounts post settlement and through repayment of dues.
• Timely update of all customer records including Credit Bureau, CES/NOD etc.
• Ensure appropriate routing of accounts in CACS as per process.

People & Talent

• Timely completion of all e-learning courses.
• Timely completion and attendance of all external courses assigned or taken up.

Risk Management

• Minimize credit losses, maximize recoveries.
• Resolution of complaints from clients and MAS.

Governance

• Comply with all applicable money laundering prevention procedures and report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
• Processing & decision making as per the Departmental Operating Instructions manual & within the timeliness and accuracy standards specified.
• Uphold the values of the group & Company at all times. Compliance with all applicable rules/regulations & Company & group Policies.

Regulatory & 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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles.

Key Stakeholders

Internal

• CCU
• Contact Centre
• CBS team
• SG Credit Risk team

External

• Credit Counselling Singapore (CCS)
• Ministry of Law
• Vendors (law firms, property auctioneers/valuers, auto repossession companies etc)

Our Ideal Candidate

• 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 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 Offer

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 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.