Collections Officer (Operations)

EastWest Bank; Mandaluyong; Hybrid; PHP 335,000 - 603,000; Full time

Job summary

East West Banking Corporation in Ortigas is seeking a collections officer to review, process, and monitor the resolution of financial and non-financial requests within SLAs, supporting the execution of collection strategies in compliance with BSP and other regulatory requirements.

The role emphasizes a customer-first culture, collaboration with internal teams, and strong emphasis on accuracy, audit readiness, and process improvement in a hybrid work setting.

Qualifications

• Bachelor's degree in any four-year course, preferably in Business Administration, Accountancy, Management, Banking, Finance, or related field.
• Collections experience is an advantage but not required; knowledge of banking operations, financial principles, and regulatory requirements is preferred.
• Advanced proficiency in Microsoft Excel and workflow automation tools, with working knowledge of MS Office applications and consumer lending systems.
• Strong communication, analytical, and problem-solving skills, with the ability to convey information clearly, evaluate situations effectively, and make sound decisions.
• Highly organized, customer-focused, and results-driven, with the ability to manage priorities, adapt to changing demands, take initiative, and collaborate effectively within a team environment.

Responsibilities

• Review, process, and monitor the resolution of financial and non-financial requests in accordance with established service level agreements (SLAs).
• Conduct quality assurance checks and implement audit and quality control measures to ensure accuracy, completeness, and compliance of deliverables.
• Coordinate with internal teams and stakeholders to facilitate the timely processing and resolution of requests, escalating issues that may impact service delivery.
• Respond to inquiries, concerns, and requests from cardholders and other business units, ensuring proper endorsement and resolution through the appropriate channels.
• Promote a customer-first culture by continuously evaluating processes, SLAs, complaints, and customer interactions to enhance service quality and customer satisfaction.
• Gather, analyze, and communicate customer feedback, concerns, and emerging issues, including fraud-related matters and suspicious account activities, to management for timely action.
• Ensure adherence to the bank's values, policies, ethical standards, Collections Code of Practice, and all applicable BSP and regulatory requirements.

Skills

Advanced Excel

Workflow automation

MS Office

Consumer lending systems

Communication skills

Analytical skills

Problem-solving

Organization

Customer focus

Team collaboration

Education

Bachelor's degree

Job description

About the Job

Location: Ortigas

Corporate Title: Junior Officer to Senior Manager

Work Arrangement: Hybrid

Our Operations team is looking for experienced professionals to join us in Ortigas with the role of Collections Officer.

In this role, you will review, process, and monitor the resolution of financial and non-financial requests while ensuring the timely delivery of administrative services across the Collections Unit in accordance with agreed service level agreements. You will support the effective execution of collection strategies in compliance with BSP and other regulatory requirements, while fostering a customer-first culture in all aspects of service delivery.

Your dream. Our focus.

East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, and is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

We empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

What the role will entail

• Review, process, and monitor the resolution of financial and non-financial requests in accordance with established service level agreements (SLAs).
• Conduct quality assurance checks and implement audit and quality control measures to ensure accuracy, completeness, and compliance of deliverables.
• Coordinate with internal teams and stakeholders to facilitate the timely processing and resolution of requests, escalating issues that may impact service delivery.
• Respond to inquiries, concerns, and requests from cardholders and other business units, ensuring proper endorsement and resolution through the appropriate channels.
• Promote a customer-first culture by continuously evaluating processes, SLAs, complaints, and customer interactions to enhance service quality and customer satisfaction.
• Gather, analyze, and communicate customer feedback, concerns, and emerging issues, including fraud-related matters and suspicious account activities, to management for timely action.
• Ensure adherence to the bank's values, policies, ethical standards, Collections Code of Practice, and all applicable BSP and regulatory requirements.

What we're looking for

• Bachelor's degree in any four-year course, preferably in Business Administration, Accountancy, Management, Banking, Finance, or any related field.
• Collections experience is an advantage but not required; knowledge of banking operations, financial principles, and regulatory requirements is preferred.
• Advanced proficiency in Microsoft Excel and workflow automation tools, with working knowledge of MS Office applications and consumer lending systems.
• Strong communication, analytical, and problem-solving skills, with the ability to convey information clearly, evaluate situations effectively, and make sound decisions.
• Highly organized, customer-focused, and results-driven, with the ability to manage priorities, adapt to changing demands, take initiative, and collaborate effectively within a team environment.

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth