About the Role

As a Collections Officer, you will perform collection activities through outbound communication efforts via the bank’s devices and document all transactions into the collections system for Auto and Business Express loans. You are also responsible to collect due amounts and ensure client information in the database is accurate and up to date.

How you will contribute

• Perform collections callouts and emails according to the collections workflow using the bank’s collections system.

• Review client information before and during calls using the collections system and other resources provided by the department.

• Answer client questions and provide support in resolving complaints, concerns, and issues.

• Communicate with clients or related parties with the main goal of collecting promises to pay (PTP) and ensure accurate documentation of all transaction information into the collections system.

• Update the database with all newly acquired client information (phone, address, employer, etc.) in a timely and correct manner.

• Focus to meet set productivity and efficiency targets, and continuously try to improve his/her performance related to established KPIs.

• Ensure that all communication with the client is conducted professionally and respectfully.

• Monitor and reach the yearly and monthly KPIs (Number of connected calls daily, Number of PTPs collected daily, Number of K-PTPs daily, Cash collected from the target (team KPI), % of K-PTP out of all connects, Call-Quality (per methodology of QA).

What we’re looking for

• Bachelor’s Degree in any field With at least 2 years of experience in Collections

• Knowledge of the bank’s products and processes, BSP Circulars related to collections particularly Circular 857- Consumer Protection Framework and industry practice in Complaints Management

• Good verbal and written communication skills

• Excellent interpersonal skills and ability to adjust and interact with all levels of personnel Must have good critical thinking skills and exercise sound judgment

• Willing to be assigned in both Alabang and Makati office.