Recovery Officer Tele
Standard Chartered Bank
Karachi, Pakistan, East
2d ago

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
  • Internal :

  • Other Supervisors
  • Operations and Support Unit
  • External :

  • Customer Services
  • Other Responsibilities

  • 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
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