Collections Back Office Assistant

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Position Title: Collections Back Office Assistant

Job Summary:

The jobholder's primary function is to ensure that the back office requirements of the calling group are provided for and that all instructions and guidelines are properly observed and handled within the given time frame.

Jobholder will liaise with different MB Group subsidiaries in handling deposit set-offs and Exit Clearance processing of resigned / retired employees. He/she should be customer-oriented and knowledgeable in all aspects of Collections to be able to handle and fulfill customer queries transmitted to Collections Back Office.

Role Exposure:

Maintenance and Account Handling

• Performs system maintenance for accounts (including but not limited to requests for change in cardholder's contact information, batch adjustments, blocking/cancellation) and ensures these are done within the defined turnaround time with no errors
• Maintains and updates memo lines for any maintenance done or correspondence received/sent by the department to be used as reference of other units
• Handles various problem relative to a cardholder's balance including but not limited to reconciliation of accounts, misposted availments, delayed or non-receipt of statement of accounts, unsuccessful debit arrangements, approval of interest/penalty reversals within guidelines
• Coordinates with Metrobank and PS Bank branches to facilitate deposit set-off. Regularly reviews secured accounts to ensure that these are properly maintained in the system and related documents are filed.
• Handles end-to-end processing of Exit Clearance of resigned/retired DOSRI accounts including call-out. Coordinates with HR department of MB Group and attends to client's request/query such as card conversion and payment options.
• Handles processing of returned cheques including system maintenance, customer correspondence and coordination with other concerned units.
• Handles processing of Mtxt and account maintenance through Cardlink upload or open span
• Initiates and recommends improvement to streamline manual processes of Back Office tasks

Collections Correspondence

• Prepares collection letters and routine correspondence with various HR Departments and Metrobank branches and ensures that these are printed accurately and dispatched within set turnaround time
• Updates the central correspondence file of the department and ensures that all correspondences, whether received via post, fax or email, are forwarded to the responsible unit and a holding/final reply is dispatched within 48 hours of receipt
• Coordinates with the administration department for any messengerial services needed by the unit
• Reviews Collection letter templates and recommends changes if necessary.

Supplies Requisition and Documentation

• Prepares the department's supplies requisition, distribution and safekeeping
• Files documents for retention within the department's premises and forwards documents for off-site storage or destruction to Central Files
• Prepares regular and special reports pertaining to back office tasks as needed

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Qualifications:

• Bachelor's degree holder; preferably graduate of business course
• Proficient in the following Microsoft applications: Word, Excel and PowerPoint
• Typing speed of at least 30 words per minute (wpm)
• Knowledge on collection system is an advantage
• Collections and office and file management experience is an advantage

Rank: Rank and File

Unit: Consumer Business Sector

Location: Pasay