Collections Specialist: Hybrid Banking Career Growth

EastWest Bank; Mandaluyong; Hybrid; PHP 300,000 - 550,000; Full time

Job summary

EastWest Banking Corporation is seeking a Collections Officer to join our Hybrid team in Ortigas. The role involves reviewing, processing, and monitoring resolution of financial and non-financial requests while ensuring timely delivery of administrative services within the Collections Unit.

You will help execute collection strategies in line with BSP and regulatory requirements, fostering a customer-first service culture across all touchpoints.

Qualifications

• Bachelor's degree in any four-year course or related field.
• Advanced proficiency in Microsoft Excel and workflow automation tools; working knowledge of MS Office applications.
• Strong communication, analytical, and problem-solving skills.
• Highly organized, customer-focused, and results-driven; able to manage priorities and collaborate within a team.
• Collections experience is an advantage but not required; knowledge of banking operations and regulatory requirements is preferred.

Responsibilities

• Review, process, and monitor the resolution of financial and non-financial requests in accordance with SLAs.
• Conduct quality assurance checks and implement audit and quality control measures for accuracy and compliance.
• Coordinate with internal teams to facilitate timely processing and resolution of requests; escalate issues as needed.
• Respond to inquiries from cardholders and business units, ensuring proper endorsement and resolution through appropriate channels.
• Promote a customer-first culture by evaluating processes, SLAs, complaints, and customer interactions to improve service quality.
• Gather and communicate customer feedback, concerns, and emerging issues, including fraud-related matters, to management for timely action.
• Ensure adherence to the bank's values, policies, ethical standards, and regulatory requirements.

Skills

Microsoft Excel

Workflow automation

MS Office

Analytical skills

Communication skills

Problem-solving

Education

Bachelor's degree

Tools

Consumer lending systems

Job description

EastWest Banking Corporation is seeking a Collections Officer to join our Hybrid team in Ortigas. The role involves reviewing, processing, and monitoring resolution of financial and non-financial requests while ensuring timely delivery of administrative services within the Collections Unit.

You will help execute collection strategies in line with BSP and regulatory requirements, fostering a customer-first service culture across all touchpoints.