Collections Officer (Cards, Front end)

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Position Title:  Collections Officer 

Job Summary:

The job holder supervises pre-delinquent, front-end, and skips 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 Overlimit, Front-end & Skips 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 also responsible in monitoring performance of external skip tracing service provider/s including accounts endorsement

Duties & Responsibilities:

Manage performance of assigned agents

• Monitors productivity of agents and provide regular feedback
• Coaches and motivate team members to achieve set targets/standards and recommend strategies to improve performance
• Identify training needs of handled agents

Control Delinquency of assigned group of accounts within set standards

• Reviews agent’s account to ensure that all accounts are worked on and productivity standards are attained
• Monitors telephone conversation of agents in following up payments from delinquent cardholders
• Liaise with other departments, branches, or units regarding collection concerns and constant communication with the branch thru telephone conversations and/or email
• Implements collection strategies for overlimit and 1-29dpd accounts to ensure that flow rates are within acceptable level

Minimize Risk and credit losses

• Assists Unit Head in reporting possible fraud accounts to concerned units
• Reviews agent’s maintenances and related actions

Address various customer issues

• Assists Unit Head in validating customer complaints and provide counseling
• Ensures 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 recommends accounts for skip tracing
• Ensures endorsements are timely and within set parameters
• Monitors 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

Rank: Junior Officer:

Location: Pasay City