Resolution Officer

About the Role Resolution Officer will be responsible for handling in-person interactions with walk-in clients regarding their account status, payment arrangements, and other collections-related concerns. 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 • Assist walk in clients, 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 for concerns resolvable on site. For concerns requiring escalation or coordination with other Units or within Collections to set expectations on turn around time and steps. • Ensure accurate documentation of all transaction information into the collections system • Focus to meet set productivity and efficiency targets, and continuously try to improve his/her performance related to established KPIs. What we’re looking for • Multitask Oriented organized, set priorities and meet deadlines and take pride in one’s work. • Excellent interpersonal skills and ability to adjust and interact with all levels of personnel • Proficiency in Microsoft office for Windows is required • Excellent eye for details. Strong time management skills. 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.