The jobholder’s primary function is to ensure that the administrative requirements of the Collections Strategies and Business Performance and Inbound and Resolutions Unit are provided for and that all instructions and guidelines are properly observed and handled within the given time frame.


Jobholder will liaise with different units of Collections and Recoveries Division. He/she should be customer-oriented and knowledgeable in all aspects of Collections to be able to handle and fulfill customer requests transmitted to Team CSI.

Maintenance and Account Handling


•             Performs system maintenance for accounts (including but not limited to rewrite/balance conversion booking) and ensures these are done within the defined turnaround time with no errors

•             Maintains and updates memo lines for any maintenance done or correspondence received/sent by the department to be used as reference of other units

•             Handles account maintenance Initiates and recommends improvement to streamline manual processes of CSI administrative tasks


Collections Correspondence and Operations


•             Coordinates with the other department for any messengerial services needed by the unit

•             Assists the Collections Officers in the performance of their task by performing back office functions such as consolidation of Resolutions database, debit and credit adjustment, SMS requests, email blast, systems exclusions and other tasks needed by the CSI unit

•             Assists in the preparation of arrangement and disposition upload and account maintenance requests

•             Distributes not for reply emails and SMS replies for unit’s handling. Ensures these are done within guidelines and prepared within the required turnaround time

•             Generates daily report on assigned systems and release of intraday metrics.

•             Monitors timely submission of reports pertaining to the unit’s attendance, overtime request, pull-out of recordings, system health check and call accounting attestation and ensures that these are done within the set deadlines.

•             Monitors and tracks the asset inventory, call tree update, agent’s resolution of day-2 findings, downtime report and other similar reports as needed.

•             Handles update of board and LCD and filing of System access request.

•             Handles system start-of-day tasks

•             Participation in automation projects and initiatives

•             Handles  User Acceptance testing [UAT]


Performs other administrative tasks such as photocopying, scanning and other tasks that may be assigned from time to time.