Collections Associate - GRF

About the Role

HSBC is hiring a Collections Associate for its Global Risk Framework (GRF) team in Singapore. The role sits within Wealth and Personal Banking, supporting customers who are facing difficulty keeping up with their financial commitments while maintaining a fair, balanced, and compliant collections approach.

Wealth and Personal Banking supports customers through mobile-first banking and wealth services, backed by HSBC's international reach and broad expertise across Asset Management, Global Private Banking & Wealth, HSBC Life, and Retail Banking & Strategy / COO & Digital Transformation.

What You'll Do

• Review each case carefully when retail customers are struggling to meet their obligations to the bank.
• Handle customers in a way that strengthens confidence that HSBC can support them through financial difficulty.
• Build trust by showing that HSBC understands each customer's situation and concerns.
• Work with customers to agree practical solutions that are suitable, workable over time, and aligned to their individual affordability and circumstances.
• Identify possible vulnerability issues during customer interactions and route cases for special handling where needed.
• Follow all applicable regulatory obligations and internal collections policies.
• Manage and review delinquent, revoked, and written-off RBWM secured and unsecured accounts, and recommend effective collection actions that balance recovery with loss limitation.
• Support efforts to control accounts before write-off and to maximise recovery outcomes.
• Handle accounts affected by MAS regulatory changes, non-English calls escalated from the offshore team, and debt restructuring requests.
• Monitor external debt collection agencies and legal recovery law firms to ensure HSBC values are upheld and HSBC data is protected at all times.
• Review draft responses for exceptional collection matters, including customer feedback and MAS letters.
• Take part in UAT, ad hoc projects, and additional assignments beyond the core portfolio.
• Work with external stakeholders such as lawyers, Credit Counselling Singapore, Association of Banks in Singapore, MAS, and HSBC overseas teams.

Requirements

• Prior collections experience is preferred.
• Ability to review and manage delinquent, revoked, and written-off RBWM secured and unsecured accounts using a balanced collections approach.
• Capacity to recommend actions that help reduce financial losses while improving recoveries.
• Experience handling cases affected by regulatory changes, debt restructuring, and escalated non-English customer calls is advantageous.
• Ability to supervise external debt collection agencies and legal recovery partners while protecting confidential data.
• Comfort with drafting or reviewing responses for complex or exceptional customer cases.
• Willingness to contribute to UAT, special projects, and extra assignments as needed.
• Strong collaboration skills for dealing with lawyers, industry bodies, regulators, and overseas counterparts.
• Fresh graduates are also encouraged to apply.

Additional Information

This is a full-time, onsite position based in Singapore. HSBC highlights a workplace culture built on respect, inclusion, continuous development, flexible working, and career growth. Personal data submitted with employment applications will be used according to the bank's privacy statement. The role is issued by The Hongkong and Shanghai Banking Corporation Limited.