Be #InGoodHands with Metrobank! Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach! Position Title: Collections Officer A Collections Officer leads and guides a team of Midrange agents to ensure that all collection activities are done properly, efficiently, and according to company rules. They help plan strategies with the team to improve performance and achieve collection targets. The role focuses on making sure the Over limit, Front-end, and Skips Collections teams meet their call targets and use effective ways to collect payments, helping improve the company’s overall results. The officer also ensures that all activities follow compliance and risk guidelines set by the organization. In addition, the Collections Officer monitors the performance of external agencies and oversees the proper endorsement of accounts to ensure they are handled correctly and with good quality service. Key Responsibilities Manage Team Performance <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Oversee the performance of assigned agents to ensure targets and standards are consistently met</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Monitor productivity and provide regular, constructive feedback</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Coach and motivate team members to drive performance improvement</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Identify training and development needs and recommend appropriate interventions</li> </ul> Manage Delinquency and Collections Operations <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Ensure assigned accounts are managed effectively and productivity standards are achieved</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Review agent account handling to confirm all accounts are being worked properly</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Monitor collection calls to maintain quality and compliance when dealing with delinquent cardholders</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Implement collection strategies for 30–59 DPD (Days Past Due) accounts to maintain acceptable flow rates</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Coordinate with other departments, branches, or units to resolve collection-related concerns</li> </ul> Minimize Risk and Credit Losses <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Assist the Unit Head in identifying and reporting potential fraud accounts</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Review agent actions and account maintenance to ensure proper handling and risk control</li> </ul> Handle Customer Concerns <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Support the validation and resolution of customer complaints</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Provide guidance and coaching to agents in handling client concerns effectively</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Ensure all customer issues are addressed promptly and professional</li> </ul> Continuous Improvement <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Recommend enhancements to existing collection strategies, processes, and procedures</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Drive initiatives that improve overall team efficiency and effectiveness</li> </ul> Manage External Service Providers <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Review and recommend accounts for early endorsement to external agencies</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Ensure timely and accurate monthly endorsements within approved limits</li> <li style="line-height:15.0pt;margin-right:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif;margin-left:48.0px">Monitor agency performance, including service quality and customer handling, to ensure alignment with company standards</li> </ul> Role Exposure: <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:normal;background-color:white;margin:0.0cm 0.0cm 1.0E-4pt 24.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Gain strong leadership experience by managing and developing a team of collections agents </li> <li style="line-height:normal;background-color:white;margin:0.0cm 0.0cm 1.0E-4pt 24.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Be directly involved in driving collections performance and business results, impacting portfolio quality and revenue </li> <li style="line-height:normal;background-color:white;margin:0.0cm 0.0cm 1.0E-4pt 24.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Build expertise in credit risk management, delinquency control, and collections strategies across various account stages </li> <li style="line-height:normal;background-color:white;margin:0.0cm 0.0cm 10.0pt 24.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Enhance stakeholder and coordination skills through collaboration with internal teams, branches, and external agencies</li> </ul> Qualifications: <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:normal;background-color:white;margin:0.0cm 0.0cm 1.0E-4pt 24.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Bachelor’s degree holder, preferably in a business-related course </li> <li style="line-height:normal;background-color:white;margin:0.0cm 0.0cm 1.0E-4pt 24.0px;font-size:11.0pt;font-family:Calibri, sans-serif">With relevant experience in Collections, Credit, or Risk Management; familiarity with banking and credit card processes and systems is an advantage </li> <li style="line-height:normal;background-color:white;margin:0.0cm 0.0cm 1.0E-4pt 24.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Knowledge of automated dialer systems and vendor/agency management is highly desirable</li> <li style="line-height:normal;background-color:white;margin:0.0cm 0.0cm 1.0E-4pt 24.0px;font-size:11.0pt;font-family:Calibri, sans-serif">With at least 1 year of experience in a supervisory or managerial role </li> <li style="line-height:normal;background-color:white;margin:0.0cm 0.0cm 1.0E-4pt 24.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Proficient in MS Office applications (Word, Excel, PowerPoint) </li> <li style="line-height:normal;background-color:white;margin:0.0cm 0.0cm 10.0pt 24.0px;font-size:11.0pt;font-family:Calibri, sans-serif">With working knowledge in project management, data management, and analytics</li> </ul> Apply Now!

Collections Officer (Pasay, Philippines) @ MBTCHCM

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