渣打銀行誠徵電話催收專員一名，成為本行正式職員，享有優質福利，與多元職涯發展機會，歡迎有電話催收經驗者應徵。(銀行、外催公司均可，有催逾期180日後經驗者尤佳)
【工作說明】
以電話聯繫客戶收回銀行逾期款項，達成個人績效目標。
【主要工作職責】
- 可獨立處理銀行高風險逾期或問題賬戶。
- 熟悉操作自動撥號系統撥打電話並遵循催收策略，以收回客戶逾期款項，以達成催收單位依據日常生產力和效率建立的標準目標值。
- 可依據催收紀錄，清楚分析客戶逾期原因或拖欠模式，以追蹤並成功完成收款作業。
- 回答客戶詢問和解決問題的溝通技能。
- 可執行合規及有效的催收技巧來查找債務人的蹤跡。
- 可分析客戶的財務背景，提供客戶財困解決方案或債務協商方案等。
- 遵守主管機關法規、渣打銀行之作業準則及催收部門之作業手冊。
- 確保日常工作符合內部控制和法規要求，例如行為準則等。
- 保護客戶個人資料；嚴禁不當使用，處理或發佈任何機密資料。日常運營、法規及風險管理
- 遵守防止洗錢防制程序
- 確保所有日常作業及提供服務均依規正確執行，遵守所有法規，並且採取適當的風險控制措施
【徵才期望】
- 兩年以上電話催收經驗者，銀行、外催公司均可，有催逾期180日後經驗者尤佳尤佳
- 注重專業的電話禮儀
- 良好的分析，跟進和有說服力的談判技巧
- 能夠接受彈性的工作時間，其中可能包括週末，假日和加班，以滿足業務需求
- 具有較強時間管理能力的獨立工作者
- 具有銀行金融產品(如信用卡, 個人信用貸款個人房貸產品)知識
- 具有法務知識尤佳
- 基本的英文溝通及書寫能力
- 基本的電腦操作（尤其Word /Excel/Outlook）
- 需可配合每週會固定一日全員挪移工時為11am-8pm (通常是週三)
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Role Responsibilities
- The jobholder is required to handle delinquent / problem accounts under high risk segment and in daily basis and independently.
- Trace debtors’ whereabouts by performing effective collection skills.
- Proactively offer solution to customer
Strategy*
- Make phone call with dialler system or follow collection strategy to delinquent customers to collector payment
Business
- Must meet the standard score of Individual team stipulated in performance score card which were built by their daily productivity and effectiveness
Processes
- Analyse collection history from individual case to monitor progress of successful collection
People & Talent
- Provides professional skills in answering customer enquiry and solution.
Risk Management
- Protect customer data; releasing, mishandling ,or distributing any confidential information is strictly prohibited
Governance
- Follow SCB compliance regulation as well as governmental
- To ensure daily works meet with internal control and compliance such as code of conduct, Collection Boundary List ..etc.
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 [country / business unit / function/[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.
Qualifications
Training, licenses, memberships and certifications
- 2 year+ experiences of phone collection or similar industry preferred.
- Attention to detail coupled with professional phone etiquette
- Good analytical, follow up and persuasive negotiation skills
- Basic knowledge in all functions of Unsecured/Secured portfolio operations.
- Legal knowledge is plus
- Ability to work a flexible schedule which may include weekends, holidays and overtime as necessary to meet business needs
- Independent worker with strong time management skills
- Standard in spoken and written English
- Experience and understanding of use computer systems, especially P/C, Word/Excel for Windows and E-mail
Our Ideal Candidate
- Professional phone etiquette
- Attention to detail
- Analytical skills
- Follow up skills
- Persuasive negotiation skills
- Product Knowledge - Unsecured/Secured portfolio operations.
- Legal knowledge
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
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