Collections Subject Matter Expert (SME)

Cognizant; Cebu City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Cognizant Cebu is seeking a Collections Subject Matter Expert to support complex collections operations, manage high-risk delinquent accounts, and act as the primary escalation point for challenging customer and client cases. The role requires onsite work in Cebu with rotating shifts aligned to US business hours.

You will develop SOPs, training materials, and perform floor support while driving process improvements and regulatory compliance.

Qualifications

• Bachelor’s degree in business or related field.
• 4+ years in BPO; 3+ years in collections or debt recovery.
• 1+ year as SME, Senior Process Executive, or similar senior collections role.
• Experience with US client accounts; B2B collections is a plus.
• Proficient in Oracle, Genesys Dialer, and CRM systems; strong Excel/PowerPoint skills.

Responsibilities

• Manage complex delinquent accounts and high-value cases.
• Handle customer escalations, regulatory complaints, and sensitive issues.
• Partner with client teams to resolve core collection problems and system concerns.
• Develop and maintain SOPs, process docs, knowledge articles, and training materials.
• Deliver new-hire training, nesting support, and refresher sessions on updates.
• Analyze escalation trends, identify process gaps, and recommend improvements.
• Lead continuous improvement initiatives for collections performance and compliance.
• Provide floor support and SME guidance to operations teams.
• Represent operations in client meetings and reviews.
• Assist with performance reporting and onboarding of new client programs.

Skills

English communication

Stakeholder management

Analytical thinking

Problem-solving

Education

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

Tools

Oracle

Genesys Dialer

CRM systems

Microsoft Excel

PowerPoint

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.