collections Manager and Compliance Officer

3 days ago

Manila, National Capital Region, Philippines beBeeCollections Full time ₱3,600,000 - ₱6,100,000
Job Overview

This role entails overseeing the daily operations of the Inbound Collections call center to ensure service level agreements are met.

Key Responsibilities:
  • Monitors Inbound Collections Call Center performance on key metrics, including service level, average handle time, quality performance, and productivity targets.
  • Handles inbound collection-related complaints in a timely manner, ensuring swift resolutions and accurate MIS reporting.
  • Escalates calls and cases to the Collections Training, Quality & Inbound Section Head as necessary.
  • Conducts weekly call monitoring sessions to standardize understanding of proper collection practices among team members.
  • Facilitates cross-unit call monitoring sessions to foster a high level of understanding in collecting best practices.
  • Negotiates amicable settlements of disputed transactions with input from the Fraud Management Unit.
  • Develops and implements initiatives to enhance service quality and supports the Collections Quality drive.
  • Maintains accurate MIS records for all endorsements from Inbound Collections to its corresponding unit.
  • Provides regular performance reports detailing Inbound Collections performance.
Qualifications:
  • Relevant bachelor's degree.
  • At least two years' experience in consumer-loan collections or one year experience training/program development specifically in the area of Collections.
  • Willingness to work onsite and be assigned in Ortigas.

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