Caller - Tele Collections

**Requisition Number**:30543-
- **Job Location**:Bukit Jalil KL, MYS-
- **Work Type**:Office Working-
- **Employment Type**:Permanent-
- **Posting Start Date**:04/06/2025-
- **Posting End Date**:
-**:
**Job Summary**-
-- Deliver on Productivity
- Contribute to Bucket Inventory closing
- Contribute to GCO target
- Minimize breaches and customer complaints, achieve compliments.
-** Key Responsibilities**-
- To call and follow up on past due delinquent accounts to secure payments to prevent flow through of accounts in compliance with regulatory and bank requirements. Possess the ability to negotiate with borrowers to make the payments required to control delinquency flow and to achieve individual productivity standards. Review the portfolio and highlight for suspension / cancellation of accounts.
**Strategy**
Follow up and recover dues from all delinquent accounts (Unsecured) to maximize collections and to minimize credit losses.
** 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
- Review and assess suitability of customer eligibility under Bank's financial relief or forbearance program / Credit Counselling Singapore (CCS) Debt Management Program (DMP)
- Review accounts for cancellation and give instructions to panel solicitors to issue Arrears Letter of Demand (ALOD) / Letter of Demand (LOD).
-** Skills and Experience**-
-** Processes**
- Ensure zero errors in operation activities ( waivers/settlement/Legal etc)
- Exercise judgment while waiving fees / interest
- Escalate any system irregularities that may have been noted while using Collection System (Debt Manager)
** People & Talent**
- Complete e-learning in timely manner
- Complete training modules on Discover/Percipio
** Risk Management**
- Abide to the DO’s and DON’Ts of Collections
- 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
- Review of accounts to cancel potential delinquent accounts
- Ensure complete follow up trails on Collection system
- Ensure zero errors in batching
- Exercise judgment while waiving fees / interest
- Escalate any system irregularities that may have been noted while using Collection system
- 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
-** Qualifications**-
-- Diploma / Degree in any field
- Preferably 2 - 3 years of working experience in bank’s debt collection function. Knowledge in Singapore’s litigation / recovery process will be an added advantage
- Fresh graduates are encouraged to apply
- Strong communication skills especially English. Proficient in Mandarin / dialects will be an added advantage
- Team player who possess strong interpersonal, effective negotiation and analytical skills
- Target oriented and able to work under pressure
- Meticulous, firm, tactful and customer service oriented
- Proficient in Microsoft software (Word, Excel & Powerpoint) will be an added advantage
- Able to be analytical and make good judgement in reviewing accounts
- Ability to thrive in a fast-paced working environment and achieve individual / team targets
-** 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 othe