Collection Specialist (Skips)

Security Bank Corporation; Makati; On-site; PHP 360,000 - 600,000; Full time

Job summary

Security Bank Corporation in Metro Manila seeks a Collections Specialist to perform outbound collection activities, respond to inbound calls, and document all transactions in the collections system. The role aims to recover due amounts while keeping client records accurate and up to date.

You will work onsite at Alabang or Makati, meet KPIs on calls, PTPs, and cases, and escalate when needed. A 2–3 year background in consumer credit collections, skip tracing, and strong communication skills are

Qualifications

• 2–3 years in collections of past-due accounts in banking/financial services.
• Experience in skip tracing is required.
• Excellent verbal and written communication skills.

Responsibilities

• Perform collection activities through outbound effort and answering inbound calls via the bank’s devices, documenting all transactions into the collections system.
• Probe new contact information to locate delinquent clients.
• Communicate with clients to secure promises to pay (PTP) and document all interactions.
• Monitor and reach KPIs (calls, PTPs, kPTPs, cash collected, QA) daily.
• Escalate qualifying cases to Team Leader for resolution.
• Prepare recommendations for endorsement to other teams as escalation measures.
• May be assigned to other tasks to support the unit.

Skills

Communication

Skip tracing

Dialer systems

Target-driven

Negotiation

Tools

Dialer systems

Job description

About The Role

As a Collections Specialist, you will perform collection activities through outbound effort and answering inbound calls via the bank’s devices, documenting all transactions into the collections system. The purpose of this role is to collect due amounts and ensure client information in the database is accurate and up to date.

How You’ll Contribute

• Perform activities according to the collections workflow using the bank’s collections system.
• Probe new contact information to locate delinquent clients whose whereabouts or contact information is unknown.
• Communicate with clients or related parties with the main goal of collecting promises to pay (PTP) and ensure accurate documentation of all transaction information in the system.
• Monitor and reach yearly and monthly KPIs (Number of connected calls daily, Number of PTPs collected daily, Number of kPTPs daily, Cash collected from target (team KPI), % of kPTP out of all connects, Call‑Quality per methodology of QA).
• Escalate qualifying cases to the Team Leader for resolution (special cases, calls unable to be handled in a certain amount of time, etc.).
• Prepare recommendations of accounts for endorsement to other teams as an escalation measure (skip tracing, field visits, legal, etc.) according to escalation guidelines, to reach the client and secure payment.
• May be assigned to other tasks to support the unit (temporary assignment to inbound calling, skip tracing verification, etc.) as needed.

What We’re Looking For

• Minimum of 2–3 years of experience in managing collections of past‑due accounts for credit cards and loans through outbound calls, emails, SMS, and other communication platforms, preferably within the banking or financial services industry.
• Proven experience in skip tracing techniques is required. Familiarity with dialer systems is an advantage.
• Strong understanding of banking products, processes, and BSP regulations related to collections, consumer protection, and industry standards in complaints management.
• Excellent verbal and written communication skills, with the ability to negotiate and resolve issues professionally. Highly adaptable to a fast‑paced, target‑driven environment with a strong focus on achieving collection goals.
• Willing to work on shifting schedules and extended hours, including weekends and holidays, as necessary.
• Must be amenable to working onsite at both Alabang and Makati locations.