About the Role

As a Skips Officer, you will be responsible for verifying existing and probing new contact information of clients. The purpose of this role is to locate delinquent clients whose whereabouts or contact information is unknown and perform collections actions on any successfully traced clients.

How you’ll contribute

Verify all existing contact information of clients endorsed for skip tracing. Search all available information sources (social media, friends/family, neighbors, phone directories, employer, bureau data, etc.) to gather and verify new client contact information. Record all results of skip tracing into the collections system in an accurate and timely manner. Perform collections actions on traced accounts according to the collections workflow using the collections system. Update database with all newly acquired client information (phone, address, employer, etc.) in a timely and correct manner. Monitor and reach the yearly and monthly approved KPIs Escalate qualifying cases to the Skip Tracing Team Leader for resolution (special cases, calls unable to be handled in certain amount of time, etc.). Initiate probing of clients by endorsing accounts for field visits according to escalation guidelines, to ensure immediate contact and knowledge of client’s whereabouts. Prepare and recommend endorsement of accounts for legal processing according to guidelines, to secure payments from clients that refuse to settle in the regular collections process. Consolidate bank dealings requests from respective products (Cards, PL, CSL, AL, etc.) and endorse bank dealings inquiries to other Departments/Divisions to the respective products point person. Recommend status change, reinstatement, suspension, cancellation and early endorsement of accounts through the collections system to comply with the existing Department/Division Procedure and Guidelines Manual. Handle verification and coordination of bank account details for Hold-Out release and application/application of assignment by sending email to SBC Branch to comply with Credit Card Terms and Conditions. Recommend payment arrangement using the approved Risk Mitigation Program to provide assistance to clients with financial difficulties.