Collections Resolutions Specialist

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Position Title: Collections Resolutions Specialist

Job Summary:

The jobholder is responsible for assisting the Collections Resolutions Officer in achieving of customer satisfaction by performing functions related to addressing various customer issues, controlling delinquencies, and maintaining and updating of the Collections Resolutions database.

The jobholder is tasked to ensure that customer issues and requests are addressed timely and all communications to customers adhere to the policies set by the Department and Corporate Communications.

Specific Duties & Responsibilities:

Address various customer concerns:

• Address correspondences and requests received via Customer Interaction Management System (CIMS), letter or emails assigned by the Collections Resolutions Officer.
• Ensure that GOS, complaints resolution rate, service standards and performance metrics are consistently met, if not exceeded.
• Assist Collections Inbound Team in handling inquiries, requests and complaints of cardholders received thru telephone when needed.
• Assist Collections Resolutions Officer handling walk-in clients.
• Process requests for change of billing address and other contact information from cardholders and forward requests for status code change to Collections Officer for maintenance.
• Refer complaints on uposted/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.
• Evaluate and recommend approval/disapproval of requests for waver of charges.
• Performs account reconciliation.
• Investigate customer complaints and issues.
• Conduct customer call outs in order to assess and provide feedback for customer requests and complaints related issues.
• Refer or escalate calls in a prompt and professional manner when appropriate.

Assist Collections Resolutions Officer in controlling Unit-related metrics:

• Coordinate deviation requests
• Provide computations for payment options (e.g. Payment arrangements, Rewrite, Promos, Lumpsum offers etc.)
• Coordinate with other units regarding status of accounts with pending payment options request
• Provide reports related to grade of service and resolution rate of cases handled and referred
• Recommend process improvement initiatives as a result of key learning from cases handled
• Take advise, share knowledge and feedback from others, and take on additional responsibilities (such as mentoring new staff) to improve team performance.

Assist Collections Resolutions Officer in reports related tasks:

• Maintain, track, and update Collection Resolutions Database
• Prepares daily, weekly, and monthly reports
• Provide analysis of MIS related to tasks as well as recommendations to improve customer experience
• Consolidate requests
• Act as reliever of CRO if needed

Perform projects or tasks that may be assigned from time to time (e.g. BORC, BCP, Cost Champion, Corp. Correspondents, Line Trainer, e-Champ, etc.)

Qualifications:

• Bachelor's degree holder; preferably graduate of business course.
• At least 1 year experience in collections, preferably from a credit card company or bank.
• With at least 1 year experience in dealing with external customers who have varying requirements is an advantage.
• Exposure to complaints management process/procedures.
• Proficient with various software applications including MS Word, Excel and PowerPoint.
• Willing to work overtime (if necessary).

Other Details:

Rank: Rank and File

Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division

Location: Pasay City