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

  • To maintain proper attendance at all the time.
  • Maintain strict adherence to SCBPL policies & procedure.
  • Currently Collection & Recovery staff is not authorized for any sort of cash transactions with the customers.
  • Ensure that all processes carried out by Collection Officers adhere to the Collections and strategy Manuals & DOIs.
  • Ensure 100% account coverage on CACS, focus on contact intensity for resolution of accounts.
  • Maximize recovery through consistent follow up and visits.
  • Consistent and quality updated of CACS trails on every account and ensure proper Excuse Code is updated on CACS.
  • To ensure completion of assigned recovery target.
  • Continuously follow up on Non contactable accounts to establish some mode of contact.
  • To ensure good performance as per CARS management criteria.
  • To follow clean desk policy at all the time.
  • Provide feedback to line managers & senior managers about performance as well as market conditions.
  • Conduct field visits & maintain daily visit report or updated Collection system.
  • Routing of accounts to supervisory queues for reviews where required.
  • Compliance to Collections and Group Code of Conduct & SBP Fair Debt Guidelines.
  • Ensure adherence to Specified audit checklists and Zero tolerance confirmation at all times.
  • Ensuring customer Delight through effective and Assertive communication.
  • RO must always live the value by treating customers fairly and maintaining call / Field quality and discipline.
  • Ensure Updating of CACS for change in address, telephone nos, and other appropriate information which is helpful or critical for Collection follow-up.
  • Timely referral of customer service issues to supervisor and ensure resolution on the accounts within TAT.
  • Ensure compliance to collections procedure, DOs & DONTs, Group Code of Conduct and treat Customer fairly.
  • Ensure that all e-learning courses are completed before due date.
  • Use on recorded lines for customer integration.
  • Do not use personal mobile phones at workstations.
  • New telephone details (if any) are updated on Additional Phone Number Customer Data Segment .
  • The update from the visit repost is captured on CACS.
  • Processes

    Ensure that all processes carried out by Collection Officers adhere to the Collections and Strategy Manuals & DOIs.

    Ensure consistent achievement of CACS with Dialer benchmarks as per BSe.

    Compliance to Collections and Group Code of Conduct & SBP Fair Debt Guidelines

    People and Talent

    Complete all the trainings about Collection System

    Ensure ongoing training for new changes and developments.

    Risk Management

    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 Collection follow-up.

    Continuously follow up on Non contactable accounts to establish some mode of contact, otherwise refer these accounts to field visit or skip tracing unit.

    Referring requires manager approval.

    Governance

    Awareness and understanding of the regulatory framework related to Collections i.e. SBP Fair Debit Collections Guidelines and GCC.

    Regulatory & Business Conduct

  • Display exemplary conduct and live by the Group’s Values and Code of Conduct.
  • Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank.
  • This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.

  • Lead the Pakistan / Collection and Recovery / Support Front line Team to achieve the outcomes set out in the Bank’s Conduct Principles : Fair Outcomes for Clients;
  • Effective Financial Markets; Financial Crime Compliance; The Right Environment.

  • Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
  • Key Stakeholders

    Collection Support Unit, Client Experience

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