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Collection Specialist

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Standard Chartered Full time
{"Key Responsibilities": "Key Responsibilities
  • Conduct outbound and inbound customer interactions to negotiate payments for past due accounts.
  • Meet and exceed monthly performance targets as outlined in the Scorecard.
  • Identify and assign cases for field visits and legal actions based on established criteria.
  • Escalate customer feedback indicating financial difficulties or market concerns to the supervisor.
  • Adhere to standard telephone scripts and ensure accurate and timely submission of work assignments.
  • Confirm payment modes and remind customers of cheque payment standards.
Business Objectives
  • Respond to customer inquiries in a timely and professional manner.
  • Escalate complex queries or potential complaints to the supervisor within 24 hours.
  • Ensure compliance with all relevant SOPs and processes.
  • Identify and implement process improvements to enhance customer experience and reduce costs.
Regulatory Compliance
  • Monitor and report unusual customer transaction patterns that may indicate potential losses.
  • Escalate process gaps in day-to-day operations to the supervisor.
  • Exercise due care in ensuring compliance with anti-money laundering and KYC requirements.
  • Contribute to a satisfactory audit rating.
  • Adhere to Bank Negara guidelines, regulatory requirements, and global credit/collections standards.
Personal Qualities
  • Manage ambiguity and uncertainty effectively.
Conduct and Compliance
  • Exemplify Standard Chartered's values and code of conduct.
  • Take personal responsibility for embedding high standards of ethics across the organization.
  • Achieve outcomes aligned with the Bank's conduct principles.
  • Identify, escalate, mitigate, and resolve risk, conduct, and compliance matters collaboratively.

Key Stakeholders

  • Manager, Tele-Collections.
  • Manager, Recovery.
  • Manager, Coll. Operation Support, Retail Clients.
  • Human Resources.
  • Legal & Compliance.

Requirements

  • Negotiation, managerial, and organizational skills to manage problem accounts.
  • Interpersonal skills with professional integrity to command respect in conflicting interests.
  • Professional qualification and/or extensive practical knowledge in accounting, finance, and banking.
  • Experience in the banking and insolvency industry, with knowledge of risks in lending.
  • Knowledge of laws related to bankers' rights, corporate finance, and insolvency.
  • Ability to take initiative, make decisions, and accept accountability.

Qualifications

  • Experience in the banking industry with collection knowledge and unsecured/secured loan product knowledge.
  • Knowledge of laws related to bankers' rights and corporate finance.
  • Strong negotiation, communication, analytics, and interpersonal skills.

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.

Together We

  • Do the right thing and are assertive while putting the client at the heart of what we do.
  • Continuously strive to improve and innovate.
  • 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 wellbeing.

  • Core bank funding for retirement savings, medical and life insurance.
  • Time-off including annual leave, parental/maternity leave, and volunteering leave.
  • Flexible working options based around home and office locations.
  • Proactive wellbeing support and development courses.
  • A continuous learning culture to support your growth.
  • An inclusive and values-driven organization that embraces diversity.