Senior Collections SME & Credit Recovery Specialist

Cognizant; Cebu City; Presencial; PHP 840.000 - 1.320.000; Jornada completa

Descripción de la vacante

Cognizant in Cebu City is seeking a Collections Subject Matter Expert to manage complex, high-risk delinquent accounts and serve as the primary escalation point for challenging customer cases. You will develop SOPs, deliver training, support regulatory compliance, and drive continuous improvement across fast-paced collections operations.

The ideal candidate has 4+ years in BPO with 3+ in collections, strong Excel/PowerPoint skills, and experience with Oracle or Genesys.

Formación

• 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 SME or senior collections experience.
• Proven experience meeting or exceeding collections KPIs.
• Experience supporting US client accounts; B2B Collections experience is an advantage.
• Experience creating SOPs and training materials.

Responsabilidades

• 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 and subject matter expertise to operations teams.
• Represent the operations team during client meetings and business reviews.
• Assist with performance reporting, knowledge management, and onboarding of new client programs.

Conocimientos

Collections operations

KPI achievement

Customer escalation management

SOP development

Training delivery

Regulatory compliance

Stakeholder management

Advanced Excel

PowerPoint

CRM systems (Oracle, Genesys)

Educación

Bachelor's Degree in Business Administration/Finance/related field

Herramientas

Oracle

Genesys Dialer

Descripción del empleo

Cognizant in Cebu City is seeking a Collections Subject Matter Expert to manage complex, high-risk delinquent accounts and serve as the primary escalation point for challenging customer cases. You will develop SOPs, deliver training, support regulatory compliance, and drive continuous improvement across fast-paced collections operations.

The ideal candidate has 4+ years in BPO with 3+ in collections, strong Excel/PowerPoint skills, and experience with Oracle or Genesys.