Non-Voice Agent (Collections)

Security Bank Corporation; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Security Bank Corporation is seeking a Non-Voice Agent to perform collections activities using the bank’s CRM tools and devices. The role focuses on resolving customer needs, collecting due amounts, and keeping client data up to date in the collections system.

You will support banking collections processes, review client information, and document all actions while maintaining BSP compliance. Onsite work is required at Alabang and Makati locations.

Qualifications

• Bachelor’s degree in any related field.
• Well-versed in various collection processes.
• Experience using CRM or email management tools.
• Knowledge of banking products, processes, and BSP regulations related to collections.

Responsibilities

• Receive router via CRM, adhere to needs and conduct collections actions.
• Review client information using the collections system and resources.
• Answer client questions and resolve complaints and issues.
• Ensure accurate documentation of all transactions.
• Update database with new client information in a timely manner.
• Recommend adjustments on accounts to clean up settled accounts.

Skills

CRM experience

Written communication

Verbal communication

Education

Bachelor’s degree in any related field

Tools

CRM

Email management tools

Job description

About The Role

As a Non-Voice Agent, you are responsible for performing collections activities through attending to routers filed in CRM using the bank’s tools and devices and documents all transactions into the collections system. The purpose of this role is to resolve customers’ needs and concerns, collect due amounts and ensure client information in the database is accurate and up to date.

As a Non-Voice Agent, you are responsible for performing collections activities through attending to routers filed in CRM using the bank’s tools and devices and documents all transactions into the collections system. The purpose of this role is to resolve customers’ needs and concerns, collect due amounts and ensure client information in the database is accurate and up to date.

How you'll contribute

• Receive router via CRM, adhere to their needs and concerns, and conduct collections actions according to the collections workflow.
• Review client information using the collections system and other resources provided by the department
• Answer client questions and provide support in resolving complaints, concerns and issues.
• Ensure accurate documentation of all transaction information into the collections system.
• Update database with all newly acquired client information (phone, address, employer, etc.) in a timely and correct manner.
• Recommend adjustments/reversal on accounts through emails and the collections system to clean up the accounts of clients that have fully settled, or to comply with the process where client has availed, in compliance with the collections process.

What we're looking for

• Bachelor’s degree in any related field
• Well-versed in various collection processes
• With experience in using Customer Relationship Management (CRM) or email management tools
• With knowledge of banking products, processes, and BSP regulations related to collections, consumer protection, and industry standards in complaints management.
• Adaptable to a fast-paced, target-driven environment with a focus on achieving collection goals
• Excellent verbal and written communication skills, with the ability to negotiate and resolve issues professionally
• Amenable to working onsite in both Alabang and Makati locations

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance. Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list. At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.” Start your BetterBanking career with us today.