Collections Specialist (Pre and Early Collections)
About the role
The Collection Specialist performs collection activities through outbound effort and answering inbound calls via the bank’s devices and documents all transactions into the collections systems. The purpose of this role is to collect due amounts and ensure client information in the database is accurate and up to date.
How you'll contribute:
- Perform activities according to the collections workflow using bank’s collections system
- Perform probing new contact information to locate delinquent clients whose whereabouts or contact information is unknown
- Communicate with clients or related parties with the main goal of collecting promises to pay (PTP) and ensure accurate documentation of all transaction information into the collections system
- Monitor and reach the yearly and monthly KPIs (Number of connected calls daily, Number of PTPs collected daily, Number of kPTPs daily, Cash collected from target (team KPI), % of kPTP out of all connects, Call-Quality (per methodology of QA)
- Escalate qualifying cases to their Team Leader for resolution (special cases, calls unable to be handled in a certain amount of time, etc.)
- Prepare recommendation of accounts for endorsement to other Teams as an escalation measure (skip tracing, field visits, legal, etc.) according to escalation guidelines, to reach the client and secure payment
- May be assigned to other tasks to support the Unit (temporary assignment to inbound calling, skip tracing verification, etc.) as needed
- Minimum of 2–3 years of experience in managing collections of past-due accounts for credit cards and loans through outbound calls, emails, SMS, and other communication platforms, preferably within the banking or financial services industry
- Proven experience in skip tracing techniques is required. Familiarity with dialer systems is an advantage
- Strong understanding of banking products, processes, and BSP regulations related to collections, consumer protection, and industry standards in complaints management
- Excellent verbal and written communication skills, with the ability to negotiate and resolve issues professionally
- Highly adaptable to a fast-paced, target-driven environment with a strong focus on achieving collection goals
- Willing to work on shifting schedules and extended hours, including weekends and holidays, as necessary
- Must be amenable to working onsite at both Alabang and Makati locations
About Security Bank
Security Bank is one of the Philippines’ best capitalized private domestic universal banks.
Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.
We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.
At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”
Start your BetterBanking career with us today.