SB Finance | Tele-Collections Officer

POSITION TITLE : TELE-COLLECTION OFFICER REPORTS TO : TELE-COLLECTION SUPERVISORS DIRECTLY SUPERVISES : (N/A) UNIT/DEPARMENT : COLLECTION & RECOVERY DIVISION/ GROUP : RISK JOB SUMMARY The Tele-Collection Officer is responsible in performing collection activities by managing doing both outbound and inbound calls, primarily via telephony and also thru email correspondences to negotiate and secure loan repayment commitments from delinquent customers in compliance with policies, procedures, code of conduct, and regulations. PRINCIPAL DUTIES AND RESPONSIBILITIES Comply with department and company policy, procedures, and code of conduct at all times Attend mandatory training classes Attend monthly performance review sessions with Supervisor in order to get feedback Meet with Supervisor for brainstorming and discussing collection issues Bring collection issues to discuss with supervisor and team Forecast individual collection performance and monitor performance trend in order to achieve collection targets Contact delinquent customers and persuade and negotiate with customers to make the payments either thru call or email correspondences Provide solutions for customers’ financial problems Search for and update customers’ contact details for future communication Maintain accurate records of collection actions in the system Receive incoming calls and reduce abandon calls in order to maintain customer satisfaction and achieve collection performance targets Receive incoming calls and negotiate with customers for repayment Conducts email communications to clients and branch correspondents It is accepted and understood that the employee may perform other related tasks which may be assigned from time to time. JOB QUALIFICATIONS Years of Work Experience: 1 – 4 years Educational Attainment/ Required course ( if applicable) : Bachelor's Degree Required Certification/ Professional License ( if applicable ): Field of Specialization ( if applicable ): Knowledge and Skills Requirement: Relevant work experience in loan collection or customer service fields Experience collecting consumer loans (e.g. credit card, personal loan, motorcycle loan, and/or auto loan) Proficiency in the use of computer programs (EXCEL, WORD, POWERPOINT) Proficiency in Collection transactions and reports, such as flow, past due, and recovery rates Good negotiation and customer service skills Good oral & written communication Result-oriented and a team player Proactive and flexible to changes Values integrity at work Decision maker Trustworthy