About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation.
This in turn helps us to provide better support to our broad client base.
The Role Responsibilities
To effectively call on charged off customers for recovery of Outstanding Balance.
Consistent achievement of benchmarks of set targets.
To ensure service standards as applicable to collections & Recoveries processes
Almost account coverage on CACS / Dialler focus on contact intensity for resolution of accounts
Perform consistent and quality update on Dialler / CACS on every account and ensure proper updates as per defined guidelines.
Continuously follow up on Non contactable accounts to establish some mode of contact.
Timely referral of customer service issues to supervisor and ensure resolution on the accounts within TAT.
Ensure Updation of CACS for change in address, telephone nos. and other appropriate information which is helpful or critical for Recovery follow-up.
Routing of accounts to supervisory queues for reviews where required.
Effective co-ordination with relevant departments for cross product checks or for any other information required.
Ensure consistent achievement of CACS / Dialler benchmarks as per Scorecard.
Offered settlement to customers as per current financial conditions and ensure adherence and compliance on settlement process.
Compliance to Collections and Group Code of Conduct & SBP Fair Debt Guidelines.
Ensuring customer satisfaction through effective and assertive communication.
TRO must always 'Live the Values' by treating customers fairly and maintaining call quality and discipline.
Adherence and compliance to laid down processes and policies.
Maintain proper hygiene and ensure 'clean desk policy' must be followed all the time
Operations and Support Unit
Identify with and be aware of the Here for Good Brand Promise
Understand and Implement SCB’s Values i.e. Do the right thing, Never Settle, Better Together.
Perform any other responsibilities or provide help / resolution to customer in case of any service issue & query.
To comply with all the mandatory trainings / e-learning and all such requirements