Collections Officer (Cards, Midrange)
Job Summary:
The job holder supervises Midrange agents to ensure that all collections activities are conducted in accordance with performance and productivity standards and within guidelines. He/She participates in team planning for appropriate strategies to provide and sustain improvement and to achieve collection goals.
This position is responsible for maximizing the performance of the Midrange Collections team by effectively meeting all call quotas and increasing overall company’s performance and profits through efficient collections strategies and programs. This position is also responsible for managing compliance and risk action items within approved group policies and guidelines.
He/She is responsible in monitoring performance of external service provider including account endorsements.
Duties & Responsibilities:
Manage Performance of assigned agents
- Monitor productivity of agents and provide regular feedback
- Coach and motivate team members to achieve set targets/standards and recommend strategies for further improvement
- Identify training needs of handled agents
Control Delinquency of assigned group of accounts within set standards
- Review agent’s account to ensure that all accounts are worked on and productivity standards are attained
- Monitor telephone conversation of agents in following up payments from delinquent cardholders
- Liaise with other departments, branches or units regarding collection concerns, including but not limited to, hold-out application and constant communication with the branch thru telephone conversation and/or email
- Implement Collection strategies for 30-59DPD accounts to ensure that flow rates are within acceptable level
Minimize Risk and Credit Losses
- Assist Unit Head in reporting possible fraud accounts to concerned units
- Review agents maintenances and related actions
Address various customer issues
- Assist Unit Head in validating customer complaints and provide counseling
- Ensure client concerns are addressed properly and promptly
Recommend ways to further improve existing collections strategies and procedures
Manage performance of External Service Provider
- Reviews and recommend accounts for early endorsement
- Ensure monthly endorsements are timely and within approved limit
- Monitor agency performance including customer handling to ensure these are within the company’s guidelines and standards
Perform other functions that may be assigned from time to time
Qualifications:
Bachelor’s degree holder; preferably graduate of business course
Relevant experience in Collections / Credit / Risk Management. Knowledge in bank and credit card processes and systems are preferable. Knowledge in automated dialer system and vendor management are highly advantageous.
At least 2 years experience in collections, preferably from a credit card company or bank
At least 1 year in a supervisory/managerial role
Proficient MS Office computer skills, including Word, Excel, and PowerPoint. Project Management. Data Management and Analytics
Rank: Junior Officer
Location: Pasay CIty