Collector, Tele-collection

4 weeks ago

Ho Chi Minh City, Vietnam Standard Chartered Full time

**Job***: Risk

**Primary Location***: Asia-Vietnam-Ho Chi Minh

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 16/Mar/2023, 10:20:19 PM

**Unposting Date***: Ongoing

**The Role Responsibilities**

**Strategy**
- Awareness and understanding of the Group’s business strategy and model appropriate to the role.
- Being accountable for ensuring proper and effective tele collection actions are taken against delinquent non-contactable accounts in order to achieve daily, weekly and monthly collections targets.

**Business**
- Provide feedback, observations and intelligence on delinquency trends and customer behaviours to supervisors and collections management, on a timely basis.
- Perform tele-calling on delinquent accounts, negotiate on overdue payment collection using effective and assertive communication.
- Timely referral of customer service escalation issues to supervisor to ensure resolution on the accounts within TAT.
- Engage supervisor for additional support on accounts for dunning activities, forbearance plans negotiation, etc.
- Ensure timely CACS update, with detailed feedback on activities performed on accounts.
- Monitor and control delinquent accounts to ensure minimize losses and lower flows.
- Display exemplary conduct and live by the Group’s Values and Code of Conduct.

**Processes**
- Ensure that all processes are carried out as per collection strategy. CACS coverage / Excuse Code update / Intensity focus / Adherence to queue priority.
- To comply with the Bank’s training curriculum and additional development programs.
- To comply with collection code of conduct and local regulation.

**People and Talent**
- Being example and build the appropriate culture and values.
- Join, engagement team activities.

**Risk Management**
- Monitoring and escalating suspicious fraud or any trend of sign of risk occur.
- Ensure to follow process / procedures.

**Governance**
- Ensure procedures and operations must be complied regulatory requirement and Group Collection Process Standard.

**Regulatory and 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 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.
- Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

**Key Stakeholders**
- Maintaining professional contact through customers.
- Internal relevant parties

**Other Responsibilities**
- Reducing loss rate from delinquent accounts which targeted by Business / Group
- Providing good service to customer by prevention the customer complaints
- Achieving daily and monthly target which is set by Managers
- Living 3 core values of the bank
- Associate degree - experience in related fields

**Role Specific Technical Competencies**
- Enthusiastic and strong minded to not succumb to target and benchmarks
- Communication and negotiation skill
- MS Office

**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 an

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