Collections Subject Matter Expert SME

Cognizant; Cebu City; Sur place; PHP 700 000 - 900 000; Plein temps

Résumé du poste

Cognizant Cebu is seeking a Collections SME to support complex operations, manage high-risk delinquent accounts, and serve as the primary escalation point for challenging customer and client cases. You will train staff, develop SOPs, ensure regulatory compliance, and lead improvements across the collections process, leveraging Oracle or Genesys and advanced Excel/PowerPoint.

This on-site role requires 4+ years in BPO and at least 3 years in collections, with US client exposure and strong

Qualifications

• Bachelor's degree or equivalent in business, finance, or related field.
• Minimum 4 years in BPO with at least 3 years in Collections, Debt Recovery, AR, or Credit & Collections.
• At least 1 year as SME, Senior Process Executive, Floor Support, or similar senior role.
• Proven track record meeting or exceeding collections and recovery KPIs.
• Experience supporting US client accounts; B2B Collections a plus.
• Strong knowledge of collections operations, delinquency management, recovery strategies, and regulatory compliance.
• Experience creating SOPs, process docs, knowledge articles, and training materials.
• Proficiency in collections and CRM systems (Oracle, Genesys Dialer, etc.).
• Advanced Excel and PowerPoint skills.
• Excellent English communication, stakeholder management, analytical and problem-solving skills.
• Willing to work onsite in Cebu and on rotating shifts aligned to US business hours.

Responsabilités

• Manage complex and high-value delinquent accounts, including escalated and at-risk cases.
• Handle customer escalations, regulatory complaints, legal threats, and sensitive account concerns.
• Partner with client operations teams to resolve complex collection issues and system-related concerns.
• Develop and maintain SOPs, process documentation, knowledge base articles, and training materials.
• Deliver new hire training, nesting support, and refresher sessions on process and policy updates.
• Analyze escalation trends, identify process gaps, and recommend operational improvements.
• Lead or support continuous improvement initiatives to enhance collections performance and compliance.
• Provide floor support, process guidance, and SME expertise to operations teams.
• Represent the operations team during client meetings, business reviews, and process update discussions.
• Assist with performance reporting, knowledge management, and onboarding of new client programs.

Connaissances

BPO experience

Collections knowledge

Regulatory compliance

SOP development

Training materials creation

Excel & PowerPoint

English communication

Stakeholder management

Formation

Bachelor's Degree in Business Administration, Finance, Communications, or related field

Outils

Oracle CRM

Genesys Dialer

Description du poste

Job Description:

We are looking for a Collections Subject Matter Expert (SME) to support complex collections operations, manage high-risk delinquent accounts, and serve as the primary escalation point for challenging customer and client cases. The role is responsible for process training, regulatory compliance support, SOP development, stakeholder management, continuous improvement initiatives, and driving operational excellence within a fast-paced collections environment.

Key Responsibilities

• Manage complex and high-value delinquent accounts, including escalated and at-risk cases.
• Handle customer escalations, regulatory complaints, legal threats, and sensitive account concerns.
• Partner with client operations teams to resolve complex collection issues and system-related concerns.
• Develop and maintain SOPs, process documentation, knowledge base articles, and training materials.
• Deliver new hire training, nesting support, and refresher sessions on process and policy updates.
• Analyze escalation trends, identify process gaps, and recommend operational improvements.
• Lead or support continuous improvement initiatives aimed at enhancing collections performance and compliance.
• Provide floor support, process guidance, and subject matter expertise to operations teams.
• Represent the operations team during client meetings, business reviews, and process update discussions.
• Assist with performance reporting, knowledge management, and onboarding of new client programs.

Qualifications

• Bachelor's Degree in Business Administration, Finance, Communications, or a related field.
• At least 4 years of BPO experience with a minimum of 3 years in Collections, Debt Recovery, Accounts Receivable, or Credit & Collections.
• At least 1 year of experience as an SME, Senior Process Executive, Floor Support, or a similar senior collections role.
• Proven experience meeting or exceeding collections and recovery KPIs.
• Experience supporting US client accounts; B2B Collections experience is an advantage.
• Strong knowledge of collections operations, delinquency management, recovery strategies, and regulatory compliance.
• Experience creating SOPs, process documentation, knowledge articles, and training materials.
• Proficiency in collections and CRM systems such as Oracle, Genesys Dialer, or similar platforms.
• Advanced Microsoft Excel and PowerPoint skills.
• Excellent English communication, stakeholder management, analytical, and problem-solving skills.
• Willing to work onsite in Cebu and on rotating shifts supporting US business hours.

Why Join Us?

At Cognizant, we don’t just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here—grow, thrive, and make an impact with Cognizant.