Senior Associate- Mortgage, Lending and Banking

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Muntinlupa; On-site; PHP 279,000 - 424,000; Full time

Job summary

Genpact in Alabang, Muntinlupa City, is seeking a Senior Process Associate for Mortgage collections. You will reach out to overdue customers, negotiate terms, and monitor accounts while maintaining detailed records of all communications.

The role emphasizes compliance, collaboration with Credit Management, and hitting daily targets in a fast-paced, on-site environment. The position requires at least 24 months of BPO experience in Mortgage, Lending or Banking, with HS/SHS graduates considered;

Qualifications

• Bachelor's degrees in Business Administration, Communications, Hospitality Management or Marketing.
• BPO/mortgage experience preferred; 24 months in mortgage, lending or banking.

Responsibilities

• Reach out to customers with overdue accounts using phone, email, and letters to initiate collections.
• Negotiate repayment terms and settlements in accordance with company policies.
• Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items.
• Reconcile account balances with customers and address unapplied credits.
• Maintain detailed and accurate records of all customer communication and payment commitments.
• Log outcomes of collection efforts and follow-ups in CRM or collections systems.
• Prepare and submit regular collection activity reports for management review.
• Investigate and resolve customer complaints or disputes related to billing or payments.
• Escalate unresolved or complex cases to senior staff or legal teams as needed.
• Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues.
• Provide necessary documentation to support third-party collections or bankruptcy cases.
• Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs.
• Ensure timely cash inflow within agreed payment terms and SLAs.
• Follow all applicable legal and regulatory requirements related to debt collection.
• Adhere to company policies, SOPs, and standard quality benchmarks.

Skills

Account Maintenance

Banking Capital Markets

Cash Application

Credit Underwriting

Loan Servicing

Personal Banking

Retail Banking

Wealth Management

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Marketing

Tools

CDP Certification

Professional Customer Service

Job description

Sr. Associate - Customer Care - Collections

This position is only open for External Referrals

Ready to turn bold ideas into real-world impact?

At Genpact, we don't just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we're at the forefront of it. Genpact's AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world's leading enterprises.

Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Job Description -

Ready to shape the future of work?

Join us as Senior Process Associate for our Mortgage account

Dayshift

Open for HS/SHS graduates

24 months BPO experience in Mortgage, Lending and Banking

Alabang, Muntinlupa City- onsite

Debt Collection & Communication

Reach out to customers with overdue accounts using phone, email, and letters to initiate collections.

Negotiate repayment terms and settlements in accordance with company policies.

Account Monitoring & Reconciliation

• Monitor accounts for overdue payments, delayed settlements, credit irregularities, or unapplied items.
• Reconcile account balances with customers and address unapplied credits.

Record-Keeping & Reporting

Maintain detailed and accurate records of all customer communication and payment commitments.

Log outcomes of collection efforts and follow-ups in CRM or collections systems.

Prepare and submit regular collection activity reports for management review.

Dispute Resolution & Escalation

Investigate and resolve customer complaints or disputes related to billing or payments.

Escalate unresolved or complex cases to senior staff or legal teams as needed.

Cross-Functional Collaboration

Work closely with departments like Credit Management, Sales, Supply Chain, Cash Application, and others to resolve outstanding issues.

Provide necessary documentation to support third-party collections or bankruptcy cases.

Performance & Target Achievement

Consistently meet or exceed daily, weekly, and monthly collection targets and KPIs.

Ensure timely cash inflow within agreed payment terms and SLAs.

Compliance & Process Adherence

Follow all applicable legal and regulatory requirements related to debt collection.

Adhere to company policies, SOPs, and standard quality benchmarks.

Qualifications -

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Marketing

Certifications -

• Certified Data Processor (CDP) - LinkedIn LearningLinkedIn Learning
• Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills -

• Account Maintenance
• Banking Capital Markets
• Cash Application
• Credit Underwriting
• Loan Servicing
• Personal Banking
• Retail Banking
• Wealth Management

Language

Language Proficiency -

Additional Job Location -

Job Type

Regular

Master Skill List -

• Customer Care - Collections
• Customer Care - Voice

Remote Type -

Work Shift -

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic