Debt Counsellor

Job Summary:

The jobholder performs collection activities for Front End (0-29 days) past due accounts. He / She is responsible for the achievements of the set targets, meeting the set standards collectively with other team members and compliance with policies and procedures.

The position is also responsible for assisting the Collections Officer in monitoring the portfolio through cyclic balances reviews and daily management of accounts affected by system related adjustments.

He/She can also be assigned to assist the Collection Officer in motivating, monitoring and disseminating information to the team.

He/She may also serve as the backup of the Collections Specialist - Frontend (Early Endorsement).

Duties & Responsibilities:

Control delinquency of Front End accounts within set standards (50%)

• Conducts telephone calls to follow up payment from delinquent cardholders
• Obtains additional information on delinquent cardholders from members of the Metrobank group and other sources
• Negotiates restructuring of delinquent accounts, evaluate payment proposals beyond existing guidelines and recommend approval/disapproval of request
• Assists collection agencies with regard to collection queries such as payment inquiry, client information and computations for payment arrangements.
• Reviews Front End portfolio, its balances, and other pertinent RMA/BIU lists for possible reversal or collections by reconciling statements of accounts and reviewing notes and other entries in the system to address issues.
• Reviews DCA accounts under Front End's portfolio and inquire status to other Collections and Recoveries Specialists for additional account curing.

• Detects and blocks fraud accounts at an early stage to prevent further usage and report the case to immediate supervisor
• Blocks overlimit or delinquent accounts to prevent further exposure
• Recommends accounts for early referral to collection agencies
• Escalates and provides recommendations to Collections Officer to address any critical issues encountered during the portfolio review and call out.

• Receives requests for change of billing addresses and other contact information from cardholders and forward to Collections Back Office for maintenance
• Handles complaints received from cardholders and ensure resolution within standard TAT.
• Refers complaints on unposted/misposted payments, misposted transactions, non/late receipt of statements of accounts, unsuccessful debit arrangements, reversal of fees and charges, disputed transactions to responsible unit/department for appropriate action
• Evaluates and recommends approval/disapproval of requests for waiver of charges. Ensures that waiver/reversal of charges are acted upon immediately, after making the necessary recommendations.
• Submits account status reports

• Bachelor's degree holder; preferably graduate of business course
• Experience in bank or credit card collection is an advantage
• Proficient in the following Microsoft applications: Word, Excel and PowerPoint