Senior B2B Collections SME | SOPs, Training & Process Excellence

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

Job summary

Cognizant is seeking 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 involves training, SOP development, regulatory compliance support, stakeholder management, and driving continuous improvement within a fast-paced collections environment in Cebu, Philippines.

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 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.

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.

Skills

BPO experience

collections operations

CRM systems

Excel

PowerPoint

English communication

Education

Bachelor's degree

Tools

Oracle

Genesys Dialer

Job description

Cognizant is seeking 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 involves training, SOP development, regulatory compliance support, stakeholder management, and driving continuous improvement within a fast-paced collections environment in Cebu, Philippines.