Senior Collections SME & Process Improvement Lead

Cognizant; Cebu City; Sur place; PHP 670 000 - 1 004 000; Plein temps

Résumé du poste

Cognizant Cebu is seeking a Collections Subject Matter Expert to support complex collections operations, manage high-risk delinquent accounts, and act as the primary escalation point for challenging customer and client cases. The role requires onsite work in Cebu with rotating shifts aligned to US business hours.

You will develop SOPs, training materials, and perform floor support while driving process improvements and regulatory compliance.

Qualifications

• Bachelor’s degree in business or related field.
• 4+ years in BPO; 3+ years in collections or debt recovery.
• 1+ year as SME, Senior Process Executive, or similar senior collections role.
• Experience with US client accounts; B2B collections is a plus.
• Proficient in Oracle, Genesys Dialer, and CRM systems; strong Excel/PowerPoint skills.

Responsabilités

• Manage complex delinquent accounts and high-value cases.
• Handle customer escalations, regulatory complaints, and sensitive issues.
• Partner with client teams to resolve core collection problems and system concerns.
• Develop and maintain SOPs, process docs, knowledge articles, and training materials.
• Deliver new-hire training, nesting support, and refresher sessions on updates.
• Analyze escalation trends, identify process gaps, and recommend improvements.
• Lead continuous improvement initiatives for collections performance and compliance.
• Provide floor support and SME guidance to operations teams.
• Represent operations in client meetings and reviews.
• Assist with performance reporting and onboarding of new client programs.

Connaissances

English communication

Stakeholder management

Analytical thinking

Problem-solving

Formation

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

Outils

Oracle

Genesys Dialer

CRM systems

Microsoft Excel

PowerPoint

Description du poste

Cognizant Cebu is seeking a Collections Subject Matter Expert to support complex collections operations, manage high-risk delinquent accounts, and act as the primary escalation point for challenging customer and client cases. The role requires onsite work in Cebu with rotating shifts aligned to US business hours.

You will develop SOPs, training materials, and perform floor support while driving process improvements and regulatory compliance.