Job Summary

To facilitate the execution of collection strategies and manage the day-to-day operations of the Field Collections, to contribute to daily, weekly, and monthly collections roll-rate goals and to meet recovery goals, through maximization of productivity and effectiveness of the operations via technology, channels. 

Strategy
•    Plan and conduct field visits.
•    Special visitation request as at when required by management.
•    Conduct interviews and assist customers for restructuring requests and applications.
•    Conduct calls and visits to improve recovery rates, use settlements, instalment plans and composite payments as planned.
•    Assist customers on their queries and ensure propose escalations of customer queries and/or complaints.
•    To have an adequate and relevant recovery strategy commensurate with the size and risk of the portfolio.
•    Ensure all Field Pre & Recovery policies and procedures comply with Group Policies and Standards. Assure proper and updated documentation of all in-country policies and procedures are always maintained.
•    Ensure proper execution of the defined strategies in maximizing the productivity and effectiveness of technology to meet Field Pre & Recovery goals.
•    To handle ad-hoc assignment given by the management as and when business required.
•    To adhere and comply with Bank Negara Guideline, Global Credit Standard, Credit Policy Manual and Syariah (Islamic Law) compliant.

Business
•    Understand key cost drivers, their trends and seasonality.  Provide / share inputs to line manager if there is any discrepancy while submit monthly cost budget/actual/forecast variance analyses to Collection Finance, on a timely basis.
•    Adhere to process improvements, up skill collections techniques, optimize collections systems and maximise collections and recovery cost efficiencies.
•    Making optimal use of all collections approvals / proposals and utilize the data segmentation to enhance collections.
•    To complete mandatory e-learning(s) on time.

Key Responsibilities

Processes
•    Ensure continuous process improvements, up skill collections techniques, optimize collections systems and maximise collections and recovery cost efficiencies.
•    Making optimal use of all collections tools and using analytical and data segmentation to enhance recovery efficiency.
•    Respond to customer queries in a timely manner.
•    To escalate cases to supervisor within 24 hours on queries/ problems/potential complaints/ complaints required investigation. 
•    To provide Prompt and courteous customer service
•    Always display a courteous and polite attitude
•    Ensure no complaints relating to poor service/indifferent attitude and discourtesy.
•    To ensure all processes and procedure relating to own work area are strictly adhered.
•    Identify any problems and complaints and document it in CACS and escalate to supervisor if warrants.

People & Talent
•    Contribute to an organization structure that is aligned with the Group Collections Standards.  
•    Upgrade knowledge and skills through training or other means to ensure effective performance of duties.
•    Follow in accordance to the action plans with a view to achieve an improvement of overall Collections staff engagement.
•    Optimally capacity on the current team per cap plan.
•    To manage Field Pre & Recovery portfolio and to understand what is required and work for outstanding performance.

Risk Management
•    The ability to exercise good judgment and the application of analytical and innovative skills are materials ingredients of the job. 
•    Good judgment is required as a matter of routine during discussion and negotiations with customers and agencies to formulate and agree on recovery plans while ensuring that the Bank’s interest is protected. 
•    The customer’s ability to pay considering the sources of repayment, job stability, age, health, and net worth.
•    The customer’s willingness to pay by considering reputation, integrity, and sincerity.
•    A repayment proposal to be realistic by considering its term and legal implications.
•    The most effective avenue for Collections & Recoveries
•    The commencement or moratorium of litigations

Skills and Experience

Governance
•    Always adhere to Field Pre & Recovery team compliance to the Group Code of Conduct and Collector Code of Conduct
•    To ensure that all Field Pre & Recovery activities are carried out in compliance with the agreed standards and with due recognition of the regulatory guidelines within the country and the overall OR framework. 
•    To ensure uphold the principles of Treating Customers Fairly (TCF) during customer interaction. 
•    Accountable for compliance with operational risk, against money laundering guidelines, reputational risk, Treating Customer Fairly policy and local regulations on Field Pre & Recovery activities, including but not limited to customer data privacy and physical contact guidelines.

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.

Key stakeholders

•    Collections Team
Credit Team
Call Centre Team
Finance Team
Legal Team
Compliance Team
Product Team
CCRIS Team
CE Team
Branch Staff
Credit Operations Team (GBS)
Credit Operations Team (SCB)
Internal Auditors
Manager, Recruitment, Training & Development
Head of Credit, Lending Risk Stream
Head of Credit, BB Risk Stream
Head of Credit Initiation & Fraud
Head of Operations
Human Resources
CB Operations
IT and PSS team
CGC / SJPP
AKPK/SDRS

Qualifications

• LICENSES     DRIVING LICENSES   
• LANGUAGES     ENGLISH / BAHASA MALAYSIA / TAMIL / MANDARIN

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.