CBS - COLLECTIONS OFFICER

Metrobank; Philippines; On-site; PHP 360,000 - 480,000; Full time

Job summary

Metrobank in the Philippines is seeking a Collections Officer to supervise pre-delinquent, front-end, and skip agents to ensure collections activities meet performance standards and guidelines. The role focuses on maximizing the Overlimit, Front-end and Skips teams' performance by achieving call quotas and driving company profits through effective collections strategies.

This position also covers compliance and risk actions within approved group policies, and monitoring external skip tracing

Qualifications

• Bachelor’s degree holder; preferably business-related.
• Relevant experience in Collections / Credit / Risk Management.
• Knowledge of bank and credit card processes and systems.
• Experience with automated dialer systems and vendor management is advantageous.

Responsibilities

• Manage performance of assigned agents.
• Control delinquency of assigned accounts within set standards.
• Minimize risk and credit losses.
• Address various customer issues.
• Recommend improvements to collections strategies and procedures.
• Manage performance of external service provider.
• Perform other functions as assigned.

Skills

Supervisory experience

Team motivation

Education

Bachelor's degree in business

Tools

Automated dialer system

Vendor management

CRM system

Job description

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

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

• 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

Specific 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.

• 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

Other Details:

Rank:Junior Officer

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