Role Overview:
The Collections Specialist plays a critical role in managing and resolving delinquent accounts for Union Digital bank. This position is responsible for ensuring that overdue payments are collected
efficiently while maintaining compliance with regulatory standards and upholding the bank's
reputation for excellent customer service.
This role requires a balance of empathy and assertiveness to engage customers, negotiate
payment plans, and resolve outstanding debts. As part of the in-house collections team, the
specialist will collaborate closely with other teams, including customer service and loan
operations, to ensure timely recovery of debts.
Roles and Responsibilities:
Customer Engagement and Communication:
- Communicate with delinquent customers via phone, email, SMS, or other digital channels to discuss overdue accounts and negotiate repayment solutions.
- Clearly explain the terms of the debt, consequences of non-payment, and available options for resolution.
- Maintain professionalism and empathy while addressing customer concerns and objections.
Account Management:
- Review customer accounts to assess payment history, financial standing, and reasons for delinquency.
- Develop tailored repayment plans based on customer circumstances and the bank's policies.
- Monitor progress of agreed-upon payment plans and follow up as necessary to ensure compliance.
Compliance and Documentation:
- Adhere to all applicable laws, regulations, and internal policies governing debt collection practices in the Philippines (e.g., BSP guidelines).
- Accurately document all interactions with customers in the bank's CRM/CMS system.
- Escalate cases involving potential fraud, legal issues, or high-risk scenarios to senior management.
Performance Metrics and Reporting:
- Meet or exceed individual and team targets for Flow Rates, Call Volume, and Amount Collected.
- Provide regular updates to Collection team on collection efforts, challenges, and successes.
Qualifications:
- Bachelor's degree in business, finance, or a related field.
- Minimum of 2 years proven experience in collections, credit risk management, or a related field
- Proficiency in CRM systems and Microsoft Office Suite(Excel, Powerpoint, Word).
- Fluency in English and Filipino (Tagalog).
- Strong knowledge of BSP guidelines and data privacy laws.
- Professionalism and excellent communication skills.
