An'yst, Coll & Rec (Operations / Risk Operations)
Standard Chartered Bank
Rawalpindi, Pakistan, East
1d 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

  • Consistent achievement of benchmarks on targets set
  • To ensure service standards as applicable to collections processes
  • Adherence and comliance to laid down processes and policies.
  • To ensure performance as per CARS criteria.
  • Consistent and quality update of CACS trails on every account.
  • Ensure proper Excuse Code’ is updated on CACS.
  • Conduct five field visits daily & maintain daily visit report.
  • Follow clean desk policy at all the time.
  • Timely referral of customer service issues / complaints to supervisor and ensure resolution on the accounts within TAT.
  • Ensure updates in CDS in CACS for change in address telephone nos. and other appropriate information which is helpful or critical for Recovery follow-up.
  • Provide feedback to Line Managers about performance as well as market conditions, and cross product checks or for any other information required.
  • Routing of accounts to supervisory queues for reviews where required.
  • Compliance to Collections and Group code of Conduct.
  • Ensure adherence to Specified audit checklists and Zero tolerance confirmation at all times.
  • To ensure that all processes carried out by Recovery Field Officers adhere to the Collections process and Strategy Manuals.
  • Ensuring customer delight thru effective and assertive communication
  • RO must always live the values by treating customers fairly and maintaining call / visit quality and discipline.
  • Maintain and update personal calendar of leaves and E-Learning’s courses completion on PeopleSoft.
  • To maintain proper attendance & dressing at all the time.
  • Maintain strict adherence to SCBPL policies & procedures.
  • Recover payments from charge off customers in accordance with policies & strategies of the unit.
  • Maximize recovery through consistent follow-up and visits.
  • To ensure completion of assigned recovery target.
  • Achieve CACS benchmark, parameters, KPIs where applicable
  • Customer Services

    Customers related Quires

    Other products

    Operations and Support Unit

    System Issues

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