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.
- To adhere and comply with Local Regulator Guideline, Global Credit Standard, Credit Policy Manual, Collections Procedures and Forbearance standards.
- Abide to 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 of negotiated settlement
- 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**
- 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
- Processing & decision making as per the Departmental Operating Instructions manual & within the timeliness and accuracy standards specified
- Upholding the values of the group & Company at all times Compliance with all applicable rules/regulations & Company & group Polices.

**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.
- 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)
- 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.