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DEBT COUNSELLOR

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Position Title:  COLLECTIONS DEBT COUNSELOR

Job Summary

  • The jobholder performs collection activities for In-house department (1-89 days) past due accounts.  The position is also responsible for the achievement of set targets and productivity standards collectively with other team members and compliance with policies and procedures

Specific Duties & Responsibilities:

 

Control delinquency of 1-89DPD accounts within set standards (60%)

  • Conducts telephone calls to follow up payment from delinquent cardholders
  • Initiates portfolio review to determine trends and opportunities to anchor strategies and deliver desired results.
  • Performs escalation handling and management of accounts for special handling such as but not limited to Politically Exposed Persons (PEP), Metrobank (MB) Group, Exceptions, Disputes, Complaints, etc.; and agency-referred accounts, as deemed necessary.
  • Negotiates, reviews and recommends approval of risk mitigation and payment arrangement programs within their approval authority.
  • Reviews and approves reversals and discounts based on their approval authority.
  • Initiates/recommends accounts for set-off of outstanding balance from deposits with Metrobank group and/or its subsidiaries
  • Assists collection agencies with regard to collection queries such as payment inquiry, client information and computations for payment arrangements.
  • Assists Early Endorsement (EE) TL by conducting agency visit to establish close monitoring and coordination and ensures that a visit report is submitted within the agreed turn around time
  • Ensures timely submission of commission schedules and requests for Cashier’s Order cheques due to the collection agencies.
  • Conducts a robust bi-annual Business Review for assigned collection agencies
  • Results of collection efforts and payments of all accounts endorsed to the collection agencies are strictly monitored with periodic reports being transmitted to collection agencies

Minimize risk and credit losses (25%)

  • Detects and block fraud accounts at an early stage to prevent further usage and reports the cased to immediate supervisor
  • Blocks delinquent accounts to prevent further exposure
  • Recommends accounts for early referral to collection agencies

Address various customer issues (10%)

  • Receives requests for change of billing addresses and other contact information from cardholders and forwards to Collections Back Office for maintenance
  • Refers complaints on unposted/misposted payments, misposted transactions, non/late receipt of statements of accounts, unsuccessful debit arrangements, reversal of fees and charges, disputed transactions to responsible unit/department for appropriate action
  • Evaluates and recommends approval/disapproval of requests for waiver of charges

Performs projects or tasks that may be assigned from time to time (e.g. BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ (5%)

Other Details:

Rank: Junior Officer

Unit: Consumer Business Sector/ Credit Operations Group/ Collections and Recoveries Division

Location:  Pasay City

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