Senior Collections Specialist

What We Do

We are a team of finance professionals and entrepreneurs backed by world-class investors who have the vision and capabilities to provide better and more inclusive financial services through a combination of technology, product design, security, data analytics, and a relentless focus on customer service.

We are united by our experiences of building leading financial services and tech companies in various parts of the world and by our desire to apply our experience and modern technology for the benefit of millions of Filipinos and beyond.

We are building a financial technology business that works impeccably 24x365, creating thousands of jobs and providing easy access to finance for millions of Filipinos — and would love to have you join us on this journey. The new world is ours to discover together.

Primary Duties and Responsibilities

• Perform collections callouts and emails according to the collections workflow using the bank’s collections system.
• Review client information before and during calls using the collections system and other resources provided by the department.
• Answer client questions and provide support in resolving complaints, concerns, and issues.
• Communicate with clients or related parties with the main goal of collecting promises to pay (PTP) and ensuring accurate documentation of all transaction information in the collections system.
• Update the database with all newly acquired client information (phone, address, employer, etc.) in a timely and correct manner.
• Ensure that all communication with the client is conducted in a professional and respectful manner.
• Monitor and reach the yearly and monthly KPIs (Number of connected calls daily, Number of PTPs collected daily, Number of kPTPs daily, Cash collected from the target (team KPI), % of kPTP out of all connects, Call-Quality (per methodology of QA)).
• Escalate qualifying cases to their Team Leader for resolution (special cases, calls unable to be handled in a certain amount of time, etc.).
• Prepare recommendations of accounts for endorsement to other Teams as an escalation measure (skip tracing, field visits, legal, etc.) according to escalation guidelines, in order to reach the client and secure payment.
• Initiate probing of clients by endorsing accounts for internet probing, skip tracing, or field visits according to escalation guidelines, to ensure immediate contact and knowledge of client’s whereabouts.
• Prepare and recommend endorsement of accounts for legal processing according to guidelines, to secure payments from clients that refuse to settle in the regular collections process.
• Recommend payment arrangements using the approved Risk Mitigation Program to provide assistance to clients with financial difficulties.
• Recommend adjustments/reversal on accounts through emails and the collections system to clean up the accounts of clients that have fully settled, or to comply with the process where the client has availed, in compliance with the collections process.
• May be assigned other tasks to support the Unit (temporary assignment to inbound calls, skip tracing verification, etc.)

Qualifications

• Should have excellent decision-making, negotiating, and communication skills.
• Must be willing to work on shifting schedule.
• Willing to work onsite 3x a week (Mandaluyong)
• Open for Fresh Graduates