Personal Loans, Portfolio Officer

About Standard Chartered 

We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.  

To us, good performance is about much more than turning a profit.  It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good. 

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities

SCHEME LENDING MANAGEMENT

• To administrate such schemes as TSC, DOD and others that require physical call back verification to enhance efficiency in loan processing
• To ensure that all scheme lending agreements are prepared and signed as per the agreed guidelines
• To effectively manage the advise of loan repayments due to the Bank from the various Scheme companies as per the advised payroll/disbursement calendar
• To send a list of all cleared loans per company and Issue Stop payment instructions to customers on request.
• To manage any service related queries/complaints from Scheme Administrators
• To consistently review the scheme lending process to ensure maximum efficiency
• To work closely with Collections, CRC and Salaries to resolve any anomalies with loan disbursements, repayments or reporting

PROCESS FLOW AND REPORTING

• To monitor the performance of each department against the prescribed process flow , generate relevant reports and develop action plans to address any shortcomings
• To receive applications from sales channels under centralised application processing, update the applications on a tracker, Send the applications for HR/ payroll sign off, once singed Update on the tracker and send to loan centre for processing. For returned applications - send the forms to sales point for necessary amendments maintain the tracker for trend analysis.
• To monitor the end to end process to ensure the Turn Around Time is within agreed standards
• To closely monitor returned applications to ensure appropriate action is taken on each application
• To get a list on all split drawdown applications from GB Ops & Send communication to sales point confirming clearance, Receive clearance documents from sales point & Send communication to GB Ops for disbursement of retained amount. Send a copy of the clearance to GB Ops & Deliver the clearance documents to various companies for deletion of deductions for loans cleared by SCB.

SERVICE QUALITY

• To manage service related queries from both Scheme Administrators and Internal customers
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• Improve customer service standards in the Employee Banking in line with Group initiatives e.g. Outserve, Customer Complaints Management etc
• Provide support to Branch/Customer Sales and Service Managers/ Direct Sales Managers on quality issues
• Work with Credit and Service Quality to review and improve on the end to end process

RISK MANAGEMENT

• Responsible for tracking Risk Management returns in the New Business
• Reconciliation of all Sundry and Suspense accounts in the New Business

COMPLIANCE

• Ensure you remain alert to the risk of money laundering and assist in the Bank’ 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.

Our Ideal Candidate

• University Graduate with at least 2 years experience in consumer business.
• An in-depth understanding of the unsecured loans process
• In-depth knowledge of products, services and delivery channels available to unsecured customers
• Strong analytical, problem-solving, decision-making and  management skills
• Ability to manage key relationships both internally and externally
• Good knowledge of Credit Risk Management
• Ability to use Microsoft Office and other systems in the unit
• Credit analysis would be an added advantage
• Proven track record and attention to detail
• Keen customer focus to ensure customer needs are met
• Working of key systems such as  LOS/ DATASTORE/ EBBS

Presentation skills and a good team-player Complexity in the job arises from the following factors:

• The mass market nature of the unsecured lending business makes it difficult to bundle all customer needs into a specific template to enable non-subjective credit decisioning.
• Therefore one needs to identify trends in product performance to enhance our product offering.
• Different companies targeted for scheme lending have different internal policies and procedures. 
• This role requires one to be vigilant to ensure scheme agreements are not breached and processes consistently reviewed to enhance efficiency.
• Liaising with the various sales channels to ensure better quality applications
• Identifying training gaps

Judgement in the job is required on a day to day basis for:

• Identifying applications that deserve to be appealed
• Advising scheme administrators on various issues
• Prioritising action plans to ensure maximum impact
• Identify training needs due completeness of applications and approval rate