Non-Voice Agent

As a Non-Voice Agent, you are responsible for performing collections activities through attending to routers filed in CRM using the bank's tools and devices and documents all transactions into the collections system. The purpose of this role is to resolve customers needs and concerns, collect due amounts and ensure client information in the database is accurate and up to date.

How you'll contribute

• Receive router via CRM, adhere to their needs and concerns, and conduct collections actions according to the collections workflow.
• Review client information using the collections system and other resources provided by the department
• Answer client questions and provide support in resolving complaints, concerns and issues.
• Ensure accurate documentation of all transaction information into the collections system.
• Update database with all newly acquired client information (phone, address, employer, etc.) in a timely and correct manner.
• Recommend adjustments/reversal on accounts through emails and the collections system to clean up the accounts of clients that have fully settled, or to comply with the process where client has availed, in compliance with the collections process.

What we're looking for

• Bachelor's degree in any related field
• Well-versed in various collection processes
• With experience in using Customer Relationship Management (CRM) or email management tools
• With knowledge of banking products, processes, and BSP regulations related to collections, consumer protection, and industry standards in complaints management.
• Adaptable to a fast-paced, target-driven environment with a focus on achieving collection goals
• Excellent verbal and written communication skills, with the ability to negotiate and resolve issues professionally
• Amenable to working onsite in 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.