Field Collections Officer

**JOB SUMMARY**

**Prerequisites**
- Have personal transport (mileage claims applies)
- Driven and goals oriented.

**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

**RESPONSIBILITIES**

**Strategy**
- 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

**Business**
- Deliver on financial goals - Gross Charge Off, Recoveries, Delinquency rates and cost

**Processes**
- 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
- Adopt a clean desk policy.
- Follow all related procedure and documentation.
- Good working attitude and positive outlook.
- Identify areas for improvement and rectify all irregularities to enhance work process.

**People & Talent**
- Timely completion of all e-learning courses
- Timely completion and attendance of all external courses assigned or taken up

**Risk Management**
- Minimize credit losses, maximize recoveries
- Resolution of complaints from clients and MAS

**Governance**
- 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.

**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.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

**Key Stakeholders**

**Internal**
- CCU
- Contact Centre
- CBS team
- SG Credit Risk team
- SCB Branch Team

**External**
- Vendors (law firms)
- 2+ years of collections experience
- Field collections experience preferred
- Mandarin speaking experience preferred since individual might need to converse with Chinese customers
- Education - Diploma in any fields (banking related will be preferred)
- Licenses - Class 3 or class 2, 2a, 2b,

**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 t