Collections Officer

The Collections Manager is primarily responsible for ensuring that collections, support, and quality key result areas are achieved, contributing to the attainment of the Bank’s overall business goals. This will be accomplished through effective supervision and management of Collections Associates and Collection Agencies, with a focus on high-level performance, excellent customer service, process proficiency, compliance, and employee engagement. The role also emphasizes capacity planning, talent development, and the implementation of initiatives that drive efficiency and sustainability.

Key Responsibilities

• Collections Oversight: Monitors and evaluates pre-delinquency and past-due accounts, implements strategies to meet collection and recovery targets, and resolves escalated customer concerns while ensuring compliance with BSP and industry regulations.
• Agency Management: Oversees accreditation, performance reviews, and compliance of collection agencies, ensuring adherence to service level agreements, templates, and sound collection practices.
• Operational Excellence: Drives consistent execution of collection processes nationwide, enhances efficiency through projects and initiatives, and ensures timely and accurate reporting.
• Financial and Cost Management: Controls team expenses, manages risk-adjusted margins and loss provisions, and promotes initiatives that support sustainability and cost efficiency.
• People and Quality Development: Builds team capability through training, feedback, and engagement, fosters innovation and continuous improvement, and implements quality assurance standards to improve service delivery.
  
  

• Bachelor’s degree in Business Management, Finance, Accounting, or a related field
• Extensive experience in collections, supervisory roles, customer service, or agency management
• Attendance in seminars on supervisory skills, customer service, and collection techniques
• Strong leadership and people management capabilities
• Strategic and analytical thinking skills
• Proficiency in oral and written communication
• Computer literacy and familiarity with reporting tools
• Ability to supervise, develop, and motivate teams
• Results-driven, detail-oriented, and committed to operational excellence and compliance