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DEBT COUNSELLOR

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Position Title:  Debt Counsellor

Job Summary

  • The jobholder performs collection activities for Front End (0-29 days) past due accounts.  He / She is responsible for the achievements of the set targets, meeting the set standards collectively with other team members and compliance with policies and procedures.
  • The position is also responsible for assisting the Collections Officer in monitoring the portfolio through cyclic balances reviews and daily management of accounts affected by system related adjustments. 
  • He/She can also be assigned to assist the Collection Officer in motivating, monitoring and disseminating information to the team.
  • He/She may also serve as the backup of the Collections Specialist - Frontend (Early Endorsement).

Specific Duties & Responsibilities

  • Control delinquency of Front End accounts within set standards 

     

    • Conducts telephone calls to follow up payment from delinquent cardholders
    • Obtains additional information on delinquent cardholders from members of the Metrobank group and other sources
    • Negotiates restructuring of delinquent accounts, evaluate payment proposals beyond existing guidelines and recommend approval/disapproval of request
    • Assists collection agencies with regard to collection queries such as payment inquiry, client information and computations for payment arrangements.
    • Reviews Front End portfolio, its balances, and other pertinent RMA/BIU lists for possible reversal or collections by reconciling statements of accounts and reviewing notes and other entries in the system to address issues.
    • Reviews DCA accounts under Front End’s portfolio and inquire status to other Collections and Recoveries Specialists for additional account curing.

     

    Minimize risk and credit losses 

     

    • Detects and blocks fraud accounts at an early stage to prevent further usage and report the case to immediate supervisor
    • Blocks overlimit or delinquent accounts to prevent further exposure
    • Recommends accounts for early referral to collection agencies
    • Escalates and provides recommendations to Collections Officer to address any critical issues encountered during the portfolio review and call out.

     

    Address various customer issues 

     

    • Receives requests for change of billing addresses and other contact information from cardholders and forward to Collections Back Office for maintenance
    • Handles complaints received from cardholders and ensure resolution within standard TAT.
    • 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. Ensures that waiver/reversal of charges are acted upon immediately, after making the necessary recommendations.
    • Submits account status reports.

     

    Perform other functions that may be assigned from time to time

 

 

Qualifications:

  • Bachelor’s degree holder; preferably graduate of business course
  • Experience in bank or credit card collection is an advantage
  • Experience in dealing with external customers who have varying requirements is an advantage

  • Proficient in the following Microsoft applications: Word, Excel and PowerPoint

  • Willing to report onsite 100% during weekdays, weekends, and holidays.

 

Other Details:

Rank: Junior Officer

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

Location:  Pasay City

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