Recovery Officer Field
Standard Chartered Bank
Karachi, Pakistan, East
4d 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

  • Ensure that all processes are carried out and adhered to the Collections Strategy, Manuals & DOIs.
  • Ensure performance delivery as per assigned targets.
  • Ensure 100% account coverage with proper system updates.
  • Consistent and quality update of CACS on assigned portfolio.
  • Continuously follow up on Non contactable accounts to establish some mode of contact.
  • Effective field / calling activity on assigned portfolio to enhanced contact ratio and resolution.
  • Timely completion of settlement packs of settlement cases and effective coordination with settlement unit for timely and error free settlement processing
  • Timely referral of customer service issues to the line manager and ensure resolution on the accounts within TAT.
  • Ensure timely update on CACS for change in address, telephone nos. and other appropriate information which is helpful or critical for Recovery follow-up.
  • Effective co-ordination with relevant departments for cross product checks or for any other information required.
  • Routing of accounts to supervisory queues for reviews where required.
  • Ensure consistent performance delivery
  • Compliance to Collections and Group Code of Conduct & SBP regulations.
  • Ensure performance delivery as per assigned targets.
  • Liaison with legal department for legal update of the assigned portfolio cases.
  • Ensuring customer satisfaction through effective and assertive communication.
  • Always 'Live the Values' by treating customers fairly and maintaining call quality and discipline.
  • Adherence and compliance to laid down processes and policies.
  • Ensure data confidentiality all the times in true letter and spirit.
  • Maintain proper hygiene and ensure 'clean desk policy' must be followed all the time.

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