Analyst Collection & Recoveries-2200015116

Job Description

Analyst Collection & Recoveries - (2200015116)Job: OperationsPrimary Location: Africa & Middle East-Pakistan-KarachiSchedule: Full-timeEmployee Status: PermanentPosting Date: 19/Jun/2022, 7:15:51 AMUnposting Date: 03/Jul/2022, 10:59:00 PM Role Responsibilities

• To maintain proper attendance at all the time.
• Adherence and compliance to laid down processes and policies.
• 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.
• Consistent and quality updated of CACS trails on every account and ensure proper ?Excuse Code? is updated on CACS.
• Continuously follow up on Non contactable accounts to establish some mode of contact.
• Timely referral of customer service issues to supervisor and ensure resolution on the accounts within TAT.
• Conduct field visits and maintain daily visit sheets and updated collections system (CACS).
• Ensure Updation of CACS for change in address, telephone nos, and other appropriate information which is helpful or critical for Collection follow-up.
• Routing of accounts to supervisory queues for reviews where required.
• Ensure consistent achievement of CACS benchmarks as per BSC.
• 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.
• Ensure customer satisfaction through effective and assertive communication.
• CO must always ?Live the Values? by treating customers fairly and maintaining call/visit quality and discipline.
• Maintain proper hygiene and ensure ?Clean Desk policy? must be followed all the time.
• To ensure good performance as per CARS management criteria.
• Currently, Collections & Recovery staff is no authorized for any sort of cash transactions with the customer.
• 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?.

ProcessesEnsure 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 GuidelinesPeople and Talent Complete all the trainings about Collection SystemEnsure 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.GovernanceAwareness 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 About Standard Chartered Were an international bank, nimble enough to act, big enough for impact. For more than 160 years, weve 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 youre 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 cant 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, youll 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 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 youve 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

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