Credit & Collections Trainer
Kredivo Quezon City Full-time
Job description
Kredivo, Southeast Asia’s leading provider of digital financial services, is making its move into the Philippines, expanding its reach beyond its established presence in Indonesia and Vietnam. Kredivo Group the leading provider of digital financial services through its brands Kredivo, KrediFazz and Krom.Known for its innovative financial products, Kredivo offers users instant credit financing for both ecommerce and offline purchases, as well as personal loans. Kredivo users can buy now and pay later across the entirety of Indonesia’s retail commerce network with one of the lowest interest rates amongst digital credit providers in the country.
Krom Bank Indonesia (formerly known as Bank Bisnis Internasional, IDX: BBSI) is the group’s bank entity and the operator of the Indonesian neobank Krom.
Kredivo Group is backed by leading financial and strategic investors such as Mizuho Financial Group, Square Peg Capital, Jungle Ventures, Naver Corp, Mirae Asset, Telkom Indonesia and Victory Park Capital among others.
Key Responsibilities- Conduct regular monitoring and evaluation of collection calls, emails, SMS, and other customer communications.
- Ensure strict adherence to company policies, client guidelines, and applicable Philippine regulations.
- Provide structured feedback and coaching recommendations to collectors and team leaders.
- Identify recurring performance gaps and recommend corrective action plans.
- Track quality metrics and generate weekly/monthly QA reports.
- Partner with Operations, Training, and Compliance teams to implement process improvements.
- Conduct calibration sessions to ensure scoring consistency and fairness.
- Assist in investigations related to customer complaints and compliance issues.
- Monitor adherence to call scripts, negotiation standards, and ethical collection practices.
- do on the job training New Hiring & existing agent low performance.
- Regular meeting with desk operational (TL up) to sync all QC result monitoring
- weekly briefing with desk agent
- Do random checking, monitoring desk working area and check agent’s laptops to ensure guidelines are being followed for security.
- Bachelor’s degree in Business Administration, Finance, or related field (preferred but not required).
- Minimum 2 years experience in Collections (Desk Collections preferred).
- At least 1 year experience in Quality Assurance / Quality Control within collections, banking, lending, or BPO.
- Strong knowledge of Philippine collections regulations and fair debt collection practices.
- Excellent analytical and documentation skills.
- Strong communication skills (written and verbal).
- Proficient in MS Excel and reporting tools.
- High attention to detail and ability to handle sensitive information with confidentiality.
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About the Job
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Corporate Title: Collections Associate
Work Arrangement: Onsite
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