Senior Mortgage Collections Associate

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

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;