Role Responsibilities

• Follow up and recovery of dues from all delinquent accounts thereby maximize recoveries and minimize credit losses.
• Ensure effective tele-calling and field collection to restrict forward flows by collecting the total due amount on all assigned accounts as per collection strategy
• Comply fully with scripts, call pitch & strategy
• Ensure all interactions with client (including latest contact details) is record on Bank’s collection system
• Abide to the Collection Do’s and Don’ts
• Escalate / recommend account referrals for alternate action such as field / agency / litigation to minimize risk
• Timely escalation of high-risk accounts to Team Leader / Team Manager for suitable collection action to be taken such as cancellation of account
• Exercise judgement while handling request on waiver for fees / interest
• Escalate any system irregularities that may have been noted while using Bank’s collection system

Strategy

• Identify and make suggestions to develop and continuously improve recovery processes and strategies to optimize recoveries

Business

• Perform calling activity on (inbound / outbound) past due accounts and negotiate payments
• Evaluate and recommend/ perform field visits
• Evaluate and assign cases for legal actions according to legal action criteria
• Attend MB & other law enforcement agencies to represent bank as and when required
• Ensure to action all work assigned accurately and on timely manner
• Provide timely, consistent actions on same type of customers and cases
• To escalate to supervisor on early sign of financial difficulties / market concern based on customer feedback
• Using resolution tools and forbearance options to find the right solutions for customers
• Increase NPS & maintaining zero unprofessional calls

Processes

• To follow in accordance to the standard telephone scripts provided
• At all times update all collection activities in CACS accurately
• Respond to customer queries in a timely manner
• Escalate to supervisor within 24 hours on queries / potential complaints
• Identify and lead process improvement opportunities customer experience and cost saving opportunities
• Managing resources and maintain an efficient process flow

People & Talent

• Action individually but achieve the task as one team through effective working relationships with colleagues
• Display a courteous and polite attitude at all times

Risk Management

• Ensure all AML/ CDD policies and procedures as per group are adhered to in conducting credit evaluation and approvals.
• Ensure zero tolerance method for this aspect, within the team/ unit.
• Ensuring compliance with bank policies, regulatory and operational Risk requirements

Governance

• Ensure all AML/ CDD policies and procedures as per the local regulator are adhered to in conducting credit evaluation and approvals
• Ensure zero tolerance method for this aspect, within the team/ unit
• Report any breaches or suspicious persons/relationships to local L & CFCC

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 Sri Lanka’s Collections & Recoveries 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

• Internal Stakeholders – Product Management, Sales, Credit initiations, Collections, Lending operations and Legal &CFCC. Interaction with these departments for joint initiatives and key business deliverables.
• External Customers – Bank’s customers for feedback / complaints, regulators / group office / Bureau / auditors for reporting, discussion or feedback etc.

Our Ideal Candidate

• Active Listening skills - Giving the full attention to what other people are saying, taking time to understand the points being made and asking questions as appropriate
• Oral Expression - The ability to communicate information and ideas in a way others will understand
• Speaking - Talking to others to convey information effectively
• Persuasion - Persuading others to change their minds or behaviour
• Ability to communicate effectively on the telephone with individuals of diverse backgrounds
• Experience in a customer service transaction-based environment such as a call centre or retail location preferred
• Possess a valid riding licence and professional qualification will be an added advantage
• Expedite things in a quick fashion on the phone and on the computer

Role Specific Competencies

• Ensure strict control over recovery costs.
• Should possess excellent recovery skills & knowledge of various recovery techniques.
• Should possess good communication skills with understanding of recovery systems.
• Should possess excellent negotiation skills.

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

Visit our careers website www.sc.com/careers