Senior Collections SME: Onsite Cebu, Training & SOPs

Cognizant Technology Solutions Philippines Inc.; Cebu City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking a Collections Subject Matter Expert to support complex collections operations and manage high-risk delinquent accounts in Cebu. The role involves training, SOP development, and regulatory compliance within a fast-paced environment.

Candidates should have 4+ years in BPO with 3+ in Collections, experience with US accounts, and strong Excel/PowerPoint skills. Onsite work in Cebu with rotating shifts is required.

Qualifications

• Bachelor's degree in business or related field.
• Minimum 4 years in BPO with 3+ years in Collections or Debt Recovery.
• At least 1 year in SME or senior collections role.
• Experience supporting US client accounts preferred.
• Proven track record meeting KPIs.

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

Collections expertise

KPI driven

English fluency

Stakeholder management

Analytical skills

Education

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

Tools

Oracle

Genesys Dialer

CRM systems

Job description

Cognizant Technology Solutions Philippines Inc. is seeking a Collections Subject Matter Expert to support complex collections operations and manage high-risk delinquent accounts in Cebu. The role involves training, SOP development, and regulatory compliance within a fast-paced environment.

Candidates should have 4+ years in BPO with 3+ in Collections, experience with US accounts, and strong Excel/PowerPoint skills. Onsite work in Cebu with rotating shifts is required.