JOB PURPOSE
* Manage customer delinquent accounts.
* Manage all FID accounts/reports ensuring its delivered to Fraud Risk Manager.
* Attend to Reconciliation report on monthly basis (customers who have paid outside DAS to be changed to DRE mode
* Follow BDMS & Scheme Administrator to ensure lists are received on time together with payments before month end. Those subsequent actions have been taken.
* Follow up with Lending Operations the lists received to ensure that payments are posted on time and if not find out why and escalate the issue where necessary.
* Do call monitoring on schemes
* To attend to customers by receiving cash/cheque deposits and proactively handling administration work for the
* Credit Risk Collections Unit
* Mange scheme accounts for the Botswana book which consists of at least 80% of the whole Botswana book.
KEY RESPONSIBILITIES
* Promptly attending to customers and providing superior customer service all the times
* Monthly management of the FID and Reconciliation reports received from MIS and Business(Employee Banking department)
* After analyses famish the Fraud Risk Manager with the report for further usage and investigations for fraud .
* Resolve customer disputes in a timely manner.
* Establish reasons for delinquency. Call customers individually, call employer and liaise with payroll officers for respective companies to rectify the situation.
* Persuade customers to pay arrears and to normalise the account.
* From the reports further analyses will be carried out: Check if customer dismissed, resigned terminated deceased or transferred.
* From there will change payments mode according to reason provided from DAS to DRE or AUT.
* Those transferred will be re advice to the appropriate company.
* Action on the reconciliation report received from the business by calling the assigned customers to come and
* normalise the payments
* Follow up the repayment schedule ensuring that all received lists with funds are updated to customer's loan accounts well on time.
* Delinquency management and full portfolio management
* Credit Risk Collections Unit
* Mange scheme accounts for the Botswana book which consists of at least 80% of the whole Botswana book.
* Promptly attending to customers and providing superior customer service all the times
* Monthly management of the FID and Reconciliation reports received from MIS and Business(Employee Banking department)
* After analyses famish the Fraud Risk Manager with the report for further usage and investigations for fraud .
* Collection cost management especially controllable costs: usage of stationery and proper handling of the banks assets.
* Train, support & develop, help facilitate and implementation of collection training programs
* Resolve customer disputes in a timely manner
* Ensuring that collectors are following company policies and verifying compliance.
* Job descriptions & Objectives
* Process enhancement to prevent misuse of strategy and parameters
* Leave management
* Performance Management, setting standard call monitoring attributes
* Feedback to improve the credit cycle
* Ensure you remain alert to the risk of money laundering and assist in the Bank's efforts in combating it by adhering to the key principles in relation to: identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers. Ensure your staff are trained in combating money laundering
* Customer Queries/Recommendations Scorecard Performance Management for yourself and your team
* Supervise a team of collectors & administration staff
* Provide superior Customer service on queries/recommendations/resolutions to provide highest level of quality service.
* Maintain a good working relationship between various Business Units/Branches and Credit Operations
* Manage relationships with all critical links to ensure a smooth operations and provision of service
* Ensure to remain alert to the risk of money laundering and assist in the banks efforts in combating by adhering to key anti money laundering principles in relation to: identifying customer.konowing your customer, monitoring of accounts, reporting suspicious transactions/unusual activities, safeguarding records and not disclosing suspicions to customers.
* Feedback input to improve the credit cycle
CONTRIBUTES TO
* Collections Strategy
* Enhancement of the banks image by responding positively to customers needs and maximizing income contribution to the bank by processing all entries raised by collectors correctly to the appropriate accounts all times.
* Process and control measures in place
* Effectiveness of the control and monitoring of operational risk, compliance risk and money laundering prevention at the business unit level.
* Timely reporting and escalation of all operational risk exposure
* Collections Strategy
* Team Development
* System Stability
* Team Development
* System Stability
KNOW HOW AND EXPERIENCE
* At least 5 years collections experience
* University Degree and extensive knowledge of banking credit risk management and business practices.
* Excellent knowledge of all Consumer Banking products acquired through actual experience in Consumer Banking.
* Excellent knowledge of Consumer Banking Group procedures and policies as well as banking practises and regulations.
* Excellent communication skills in English.
* Excellent training and presentation skills.
* Excellent financial and MIS skills.
* Very good analytical skills to analyse economic climate and customer segmentation requirements.
Key Roles & Responsibilities
Enter roles and responsibilities
Qualifications & Skills
Enter qualifications and skills
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
APPLY
* Manage customer delinquent accounts.
* Manage all FID accounts/reports ensuring its delivered to Fraud Risk Manager.
* Attend to Reconciliation report on monthly basis (customers who have paid outside DAS to be changed to DRE mode
* Follow BDMS & Scheme Administrator to ensure lists are received on time together with payments before month end. Those subsequent actions have been taken.
* Follow up with Lending Operations the lists received to ensure that payments are posted on time and if not find out why and escalate the issue where necessary.
* Do call monitoring on schemes
* To attend to customers by receiving cash/cheque deposits and proactively handling administration work for the
* Credit Risk Collections Unit
* Mange scheme accounts for the Botswana book which consists of at least 80% of the whole Botswana book.
KEY RESPONSIBILITIES
* Promptly attending to customers and providing superior customer service all the times
* Monthly management of the FID and Reconciliation reports received from MIS and Business(Employee Banking department)
* After analyses famish the Fraud Risk Manager with the report for further usage and investigations for fraud .
* Resolve customer disputes in a timely manner.
* Establish reasons for delinquency. Call customers individually, call employer and liaise with payroll officers for respective companies to rectify the situation.
* Persuade customers to pay arrears and to normalise the account.
* From the reports further analyses will be carried out: Check if customer dismissed, resigned terminated deceased or transferred.
* From there will change payments mode according to reason provided from DAS to DRE or AUT.
* Those transferred will be re advice to the appropriate company.
* Action on the reconciliation report received from the business by calling the assigned customers to come and
* normalise the payments
* Follow up the repayment schedule ensuring that all received lists with funds are updated to customer's loan accounts well on time.
* Delinquency management and full portfolio management
* Credit Risk Collections Unit
* Mange scheme accounts for the Botswana book which consists of at least 80% of the whole Botswana book.
* Promptly attending to customers and providing superior customer service all the times
* Monthly management of the FID and Reconciliation reports received from MIS and Business(Employee Banking department)
* After analyses famish the Fraud Risk Manager with the report for further usage and investigations for fraud .
* Collection cost management especially controllable costs: usage of stationery and proper handling of the banks assets.
* Train, support & develop, help facilitate and implementation of collection training programs
* Resolve customer disputes in a timely manner
* Ensuring that collectors are following company policies and verifying compliance.
* Job descriptions & Objectives
* Process enhancement to prevent misuse of strategy and parameters
* Leave management
* Performance Management, setting standard call monitoring attributes
* Feedback to improve the credit cycle
* Ensure you remain alert to the risk of money laundering and assist in the Bank's efforts in combating it by adhering to the key principles in relation to: identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers. Ensure your staff are trained in combating money laundering
* Customer Queries/Recommendations Scorecard Performance Management for yourself and your team
* Supervise a team of collectors & administration staff
* Provide superior Customer service on queries/recommendations/resolutions to provide highest level of quality service.
* Maintain a good working relationship between various Business Units/Branches and Credit Operations
* Manage relationships with all critical links to ensure a smooth operations and provision of service
* Ensure to remain alert to the risk of money laundering and assist in the banks efforts in combating by adhering to key anti money laundering principles in relation to: identifying customer.konowing your customer, monitoring of accounts, reporting suspicious transactions/unusual activities, safeguarding records and not disclosing suspicions to customers.
* Feedback input to improve the credit cycle
CONTRIBUTES TO
* Collections Strategy
* Enhancement of the banks image by responding positively to customers needs and maximizing income contribution to the bank by processing all entries raised by collectors correctly to the appropriate accounts all times.
* Process and control measures in place
* Effectiveness of the control and monitoring of operational risk, compliance risk and money laundering prevention at the business unit level.
* Timely reporting and escalation of all operational risk exposure
* Collections Strategy
* Team Development
* System Stability
* Team Development
* System Stability
KNOW HOW AND EXPERIENCE
* At least 5 years collections experience
* University Degree and extensive knowledge of banking credit risk management and business practices.
* Excellent knowledge of all Consumer Banking products acquired through actual experience in Consumer Banking.
* Excellent knowledge of Consumer Banking Group procedures and policies as well as banking practises and regulations.
* Excellent communication skills in English.
* Excellent training and presentation skills.
* Excellent financial and MIS skills.
* Very good analytical skills to analyse economic climate and customer segmentation requirements.
Key Roles & Responsibilities
Enter roles and responsibilities
Qualifications & Skills
Enter qualifications and skills
Diversity & Inclusion
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
APPLY
Manager, Collections at Standard Chartered Bank Bank
![Manager, Collections at Standard Chartered Bank Bank]()
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