Field Visit Officer, Collections

Job ID: 32476

Location: Singapore, SG

Area of interest: Operations

Job type: Regular Employee

Work style: Office Working

Opening date: 15 Jul 2025

**JOB SUMMARY**
**Prerequisites**
- Able to work on weekends based on requirements (Compensatory off can be claimed during succeeding week)
- Have personal transport (car) is preferred (mileage claims applies)

**About our Technology & Operations Team**
- Our Technology & Operations (T&O) team is the powerhouse for the Bank. We aim to go further, faster, to ensure we're agile and ready for tomorrow, today. Our diverse network enables us to innovate and build banking solutions that support communities to prosper. We're a place where talented people are encouraged to grow, learn, and thrive, to drive their own career journeys, to reach their full potential.- When you work with us, you’re protecting the reputation and legacy of a 170 year organisation and building on it. We’re driven by progress and continuously evolving to ensure we’re agile and ready for tomorrow, today.**Duties and responsibilities of this role**
- Planning of routes for field visits cases at start of day
- Perform day to day field visit for all products
- Able to address customers’ queries and issues
- Ensure proper escalation of customer’s queries, issues or complaints
- Ensure all assigned field visits are conducted timely
- Provide timely field visit updates via mCollect app
- Provide monthly summary on all field visits conducted
- Ensure effective tele-calling to improve recovery rates, use settlements, installment plans and composite payments as per strategy.
- Comply with scripts, call pitch & strategy
- To adhere and comply with Local Regulator Guideline, Global Credit Standard, Credit Policy Manual, Collections Procedures and Forbearance standards.
- Abide to the DO’s and DON’Ts of collection
- Follow all DOI related procedures / documentation
- Ensure daily DPI of visits are met
- Handles all accounts assigned by tele collectors for field visits.
- Effective achievement of targets on monthly basis.
- Perform field visits and ensure all assigned accounts are covered within 14 calendar days.
- Ensure new data provided by customers are updated in CACS memo (eg. Address change, contact number for further collection follow-up).
- Ensure timely updating of field visit report to facilitate further collection follow-up.
- Ensure maximum efforts to establish contacts.
- Ensure right premises are visited on a timely basis.
- Ensure effective handling of customers
- Reduced unsecured collections related complaints by 50%.
- Compliance to policies, scripts and call pitch.
- Follow Do’s and Don’t’s.
- Abide to Code of Conduct
- Follow all related procedure and documentation
- Minimize credit losses, maximize recoveries
- Resolution of complaints from clients and MAS
- To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager
- Processing & decision making as per the Departmental Operating Instructions manual & within the timeliness and accuracy standards specified
- Upholding the values of the group & Company at all times Compliance with all applicable rules/regulations & Company & group Polices.
- 2+ years of collections experience
- Field collections experience preferred
- Proficiency in Mandarin Language is essential as the role involves regular communication with Chinese clients
- Education - Diploma in any fields (banking related will be preferred)

**Role Specific Technical Competencies**
- MS Excel
- MS Word

**About Standard Chartered**
- We're an international bank, nimble enough to act, big enough for impact. For more than 170 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
- **Are better together,** we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

**What we offer**

**In line with our Fair Pay Charter,** we offer a competitive salary and benefits to support you