Collection Officer

Collections (Call Centre & Customer Service)

Full time

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• 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

Governance

• Manages Ambiguity
  • Operating effectively even when things are not certain or the way forward is not clear.

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. 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, Coll. Operation Support, Retail Clients 
• Human Resources 
• Legal & Compliance 

Skills and Experience

• 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).
• Ability and willingness to take initiative, make decisions, exercise responsibility and accept accountability for the same

Qualifications

• Education - Degree 
• Training - Strong negotiation, communication, analytics and interpersonal skills
• Certifications - Knowledge of laws relating to bankers’ rights, corporate finance, security documentation and realization, appropriate Corporate Law and insolvency

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.

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

Established in 2001, it now provides a multitude of services to Standard Chartered Bank which has a 150-year history in some of the world’s most dynamic markets. The centre provides dedicated world-class technology, software and system development, information technology support services, banking operations and customer care capabilities to businesses globally.

It now houses one of the largest software development centres in Malaysia as well as the Bank’s Collective Intelligence and Command Centre, a state-of-the-art facility which provides situational awareness and response capability to Standard Chartered Bank and its subsidiaries using the latest technologies for monitoring and analytics. It has a total workforce of more than 4,300 employees.

Standard Chartered Global Business Services was conferred the ICT Organisation of The Year Award in 2011 by The National ICT Association of Malaysia, making it the first Global Shared Services Centre of an international bank in Malaysia to win the prestigious award. In 2014, Standard Chartered Global Business Services was awarded the Silver Award for the Employer of Choice category in the Malaysia HR Awards organised by the Malaysian Institute of Human Resource Management.

Standard Chartered Bank’s two other global shared services centres are based in India and China.

Follow Standard Chartered Global Business Services on

Standard Chartered Global Business Services forms a critical component, enabling superior customer service by leveraging on scale and efficiency. The centre has evolved from being a cost-effective venture for Standard Chartered Bank to becoming an integral part of its operations and one of its Centres of Excellence.

Established in 2001, it now provides a multitude of services to Standard Chartered Bank which has a 150-year history in some of the world’s most dynamic markets. The centre provides dedicated world-class technology, software and system development, information technology support services, banking operations and customer care capabilities to businesses globally.

It now houses one of the largest software development centres in Malaysia as well as the Bank’s Collective Intelligence and Command Centre, a state-of-the-art facility which provides situational awareness and response capability to Standard Chartered Bank and its subsidiaries using the latest technologies for monitoring and analytics. It has a total workforce of more than 4,300 employees.

Standard Chartered Global Business Services was conferred the ICT Organisation of The Year Award in 2011 by The National ICT Association of Malaysia, making it the first Global Shared Services Centre of an international bank in Malaysia to win the prestigious award. In 2014, Standard Chartered Global Business Services was awarded the Silver Award for the Employer of Choice category in the Malaysia HR Awards organised by the Malaysian Institute of Human Resource Management.

Standard Chartered Bank’s two other global shared services centres are based in India and China.

Follow Standard Chartered Global Business Services on

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