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
Customers related Quires
Operations and Support Unit