Collections Officer

QBE Group Shared Services Centre; Cebu City; On-site; PHP 480,000 - 640,000; Full time

Job summary

QBE Group Shared Services Centre in Cebu City seeks an Administrator to support Recoveries, including credit control, system administration and policy compliance. You will handle policy updates, UAT coordination, and liaison with stakeholders to ensure timely service delivery.

Required: Bachelor's degree and 3 years' experience in a similar role; strong MS tools proficiency, detail orientation, and robust communication skills.

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience
• 3 years relevant experience in finance/admin/support
• Strong communication and MS Office skills
• Attention to detail and ability to multi-task

Responsibilities

• Actively provide feedback to management regarding servicing environment and issues
• Oversee policy administration and ensure compliance
• Ensure policy manuals are updated and compliant
• Manage system administration changes in Debtrak Operating systems
• Maintain trust and general accounts in line with company policies
• Assist with bank reconciliation issues and audit support
• Process emails related to product, process and policies and complete client reports

Skills

Verbal and written communication

MS tools

Customer service focus

Attention to detail

Administration and organization

Regulatory interpretation

Education

Bachelor's Degree

3 years relevant experience

Tools

Debtrak

Job description

Job Description:

Primary Details

Time Type: Full time

Worker Type: Employee

Provide general administration support to QBE Recoveries including credit control management, system administration, skip trace and financial administration

Primary Responsibilities

• Actively provide feedback and advice to Management regarding servicing environment, matters and issues arising from practice and operation management
• Overall accountability for performance of GSSC Policy Administration
• Comply on provided legislations, industry codes, company policies and procedures.
• Ensure policy, process and procedures are well understood by the team, enabling accurate and timely delivery of service and high quality of outputs
• Review, update and own all Policy and Procedure manuals and ensure compliance across the business
• Oversee any UAT, new product built up on the system and system enhancement
• Manage system administration changes in Debtrak Operating systems
• Maintain trust & general accounts in accordance with the company’s policies and procedures
• Maintain required training and knowledge (e.g. system training, compliance management training, credit control training)
• Establish and maintain a good working relationship with stakeholders
• Cooperate with other functions to answer customer/agency’s questions regarding product, process, policy etc.
• Assist finance with the undertakings of any audit of financial records
• Manage all current license requirements and license renewals
• Providing support for management as required
• Process all emails related to product, process and policies and accomplish all reports as required by clients
• Locating possible contact details of debtors and third party representative
• Follow-up on any pending queries or missing information required to complete the administrative request
• Properly assess completeness of documents received and provide solutions if incomplete
• Performs moderately complex clerical, administrative and general office duties
• Follow established policies, procedures and guidelines for work requests, problem resolution and escalating inquiries to business leads.
• Enter data into systems and make updates or corrections while adhering to the guidelines
• Maintain clients accounts including collection of all monies due and payable
• Allocate all payments to the correct account as quickly as possible
• Chase third party insurers and clients for remittance advice of unidentified payments
• Produce accurate and timely reconciliation of all accounts where required
• Identify and rectify any system problems resulting from investigations and queries
• Recommending changes to policy and procedures where identified
• Assist with bank reconciliation issues by analyzing where the discrepancy is and correcting them immediately
• Ensure payments are accurately reflecting in Debtrak via the Daily trust banking process
• Responsible for making sure that trust transfers will run through smoothly on a daily basis through the Credit Control Process

Required Education

• Bachelor's Degree or equivalent combination of education and work experience

Required Experience

• 3 years relevant experience

Preferred Competencies / Skills

• Proficient verbal and written communication skills
• Proficiency in MS tools
• Customer service focus
• Attention to detail
• Administration and Organization skills
• Ability to interpret relevant regulatory legislation
• Ability to Multi-task
• Customer service skills
• Presentation and communication skills
• Problem solving and analytical skills
• Good organizational skills
• Good administrative mindset with a team player attitude
• Ability to quickly master the use of multiple IT systems
• Strong interpersonal communication skills
• Ability to action a certain request without definite instruction
• Ability to convey pros and cons of uncertain request and immediately escalate to eliminate possible risk
• Contribute to action plans on how to further improve the process

Preferred Experience

• At least 1-2 years in a similar role
• Preferably, college graduate
• Preferably having experience supporting a debt collections administration team
• Experience in administrative support role

Preferred Knowledge

• Basic knowledge on customer service
• Knowledge in Insurance Processing is preferred
• Fundamental knowledge of compliance requirements of debt collection industry QBE

QBE Cultural DNA

Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:

• We are customer-focused
• We are technical experts
• We are inclusive
• We are fast-paced
• We are courageous
• We are accountable
• We are a team

US Only - Disclaimer

To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

Global Disclaimer

The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

Skills: Claims Administration, Communication, Critical Thinking, Customer Service, Data Entry, Detail-Oriented, Document Management, Insurance Claims Processing, Intentional collaboration, Managing performance, Microsoft Applications, Prioritization, Problem Solving, Risk Assessments, Time Management

Equal Employment Opportunity

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.