Collections Specialist (Supervisor Level) - Manila

Essential Skills / Qualifications:

• Should be a holder a bachelor’s degree and/or equivalent education or qualification.
• 3 years of experience as an SME or supervisory checker from insurance of financial services industry or function. Background in transactional process control is an advantage.
• Experience and familiarity with SAP or other ERP system and business analytics tools.
• Good Interpersonal, relationship management, and presentation skills.
• Good to excellent research skills.
• Determination, persistence and team player towards work
• Flexible, fast learner, forward thinker, and tech savvy
• Attentive to details
• Strong mathematical and analytical skills
• Takes the extra mile to delight customers. Resourceful in providing

alternative solutions to ensure customer concerns and needs are

addressed

Overall purpose, duties and responsibilities of the role:

The Collections Specialist acts as the process and system subject matter expert (SME). He/she in-charge of implementing effective monitoring and control in the daily collection operation. He/she is in charge on ensuring that the following are in place:

• Ensures effective and timely completion of planned deliverables by performing diligent end-of-day checks and other relevant controls.
• Monitor and manage status of issues and complaints related to collections.
• Act as the 1st level escalation of complaints. Coordinates issues and actions for incidents that required collaboration within the Operations.
• Recommend permanent or temporary process adjustments and improvements to the Collections Manager to meet SLAs and TATs.
• Coordinate updates and revisions of process documents.
• Prepare and submit reports delegated by the Collections Manager.
• Act as the team’s Officer-in-charge in the absence of the Collections Manager.

• Assist Collections Manager in defining work allocation and schedule for team members.
• Escalate any resource issue affecting the performance of the team.

• Support the Collections Manager in identifying trainings to upskill the team members.
• Maintain expert technical knowledge in the use of the collections system.
• Initiate, manage, and coordinate improvement initiatives that involves efforts from different units within the organization or with vendors and service providers.

Support the Collections Manager in realizing the automation of controls.