Collections Specialist: Banking Ops & Compliance

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

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.