Collections Resolutions Specialist


  • Pasay, Philippines
    Pasay, Metro Manila, Philippines
    Metro Manila
  • Full time
Posted 2 months ago and deadline of application is on 15 Nov
Recruiter was hiring a day ago

Collections Resolutions Specialist


Job Description

The jobholder is responsible for assisting the Collections Resolutions Officer in achieving the highest level 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.
The role will entail continuous effort to improve customer satisfaction and complaints reduction.

Address various customer issues referred by Collections Resolutions Officer:

  • Address correspondences and requests, letters or emails assigned by the Collections Resolutions Officer.
  • Receive requests of change of billing addresses and other contact information from cardholders and forward to collections back officer for maintenance.
  • Refer 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 , disputed transactions to responsible unit/department for appropriate action
  • Evaluate and recommend approval/disapproval of requests for waiver of charges.
  • Performs account reconciliation.
  • Conduct customer call outs in order to assess and provide feedback for customer requests and complaints related issues.

Assist Collections Resolutions officer in controlling Unit-related metrics:

  • Coordinate deviation requests.
  • Provide computations for payment options.
  • Coordinate with other units regarding status of accounts with pending payment options request.
  • Provide reports related to curing of accounts.
  • Recommends process improvement initiatives as a result of key learning from cases handled.

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.

Minimum Qualifications

  • Bachelor’s degree holder preferably a graduate of a business course;
  • 6 months to 1 year Collections experience is required;
  • 6 months to 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;

Perks and Benefits

  • Paid Holidays Paid Holidays
  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Paid Bereavement/Family Leave Paid Bereavement/Family Leave
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Single Parent Leave Single Parent Leave
  • Special Leave Benefits for Women Special Leave Benefits for Women
  • Child Care Benefits Child Care Benefits
  • Retirement Benefit Plans Retirement Benefit Plans
  • Life Insurance Life Insurance
  • Medical / Health Insurance Medical / Health Insurance
  • Medical, Prescription, Dental, or Vision Plans Medical, Prescription, Dental, or Vision Plans

Required Skills

  • Persuasion and Negotiation
  • Problem Sensitivity
  • Email Support
  • Customer Service
  • Critical Thinking
  • Communication Skills

Jobs Summary

Job level
Fresh Grad / Entry Level
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Pasay, Metro Manila, Philippines
Banking / Mortgage
1 opening

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About Metrobank

Be part of a leading financial institution Metrobank is the country’s premiere universal bank with the largest consolidated network of over 870 branches and over 1,900 automated teller machines nationwide, and 33 foreign branches, subsidiaries and representative offices. A recognized leader in the country’s banking industry, Metrobank has become the trusted banking partner, staying true to its promise of keeping you in good hands. Experience a fruitful and rewarding career The driving force of Metrobank’s success is its people who are committed to product quality and service excellence; practice strong work ethics and good governance. We uphold a culture anchored on our core values of customer delight, teamwork, passion for results and integrity. In Metrobank, hardwork is well-rewarded with a long term career and a competitive rewards system. Learn from trusted professionals Metrobank is an excellent training ground for individuals who aim to learn and gain exposure to the different facets of banking and finance. The learning opportunities are immense as you work with top-notch experts of the banking industry - a driven team of individuals who put value on excellence and passion for service.
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