Description
Be Part of a Growing Manila Team for an Australian Non-Bank Lender!
Job Purpose
The Collections Officer – Bilingual will be responsible in managing complex and difficult conversations – both in English and Mandarin, through the collection of outstanding repayments of loans to mitigate any company losses. The Collections Officer – Bilingual will assess each loan on a case-by-case basis depending on several factors, in which they will form a solution and work with the client – either English or Mandarin-speaking ones. The Collections Officer – Bilingual will take appropriate action to recover outstanding debts in accordance with legislation. This role will be part of the Manila team that provides above and beyond service to customers and ensure each interaction results in a great customer experience.
Responsibilities:
- Provide high level of customer service towards all English and/or Mandarin-speaking borrowers, clients, and service providers
- Make outbound calls in relation to collections
- Provide an excellent level of customer service in every customer interaction
- Communicate and create history notes accurately to reflect updates on the loan
- Meet daily service agreement goals in production and turnaround times.
- Assist with ad-hoc administrative tasks as required
- Maintain a high level of confidentiality and discretion over sensitive documents
- Ensure Hardship enquiries, and applications are dealt with in accordance with company guidelines and statutory authorities.
- Negotiating payments and payment arrangements with clients by providing suitable exit or rehabilitation strategy for non-performing loans
- Highlight any credit improvements and learnings to improve and avoid repetitive risks to the business
- Liaise with all extended stakeholders involved in debt recovery which include; Lawyers, Auctioneers, Independent Collection Agencies, Receivers, etc.
- Ensuring relevant notices, for instance, payment reminders, default notice are issued in a timely manner.
Qualifications:
- Proficient in both English and Mandarin language
- Excellent communication skills (both oral and written)
- Must possess a Bachelor’s degree in business-related course
- Minimum of 2 years of experience dealing directly with customers on the phone
- Willing to work in Ortigas Center, Pasig City
- Experience with an Australian Mortgage account is highly preferred
- Able to work independently and with a team
- Communicate and create history notes accurately to reflect updates on the loan
- Meet daily service agreement goals in production and turnaround times.
- Assist with ad-hoc administrative tasks as required
- Maintain a high level of confidentiality and discretion over sensitive documents
- Experience in debt collection and recovery action.
- Sounds knowledge on the Privacy Act, Debt Collections Guidelines and Consumer Credit Code.
- General knowledge of mortgage security processes and procedures will be looked upon favourably.
- Resilient and can hold complex conversation.
- Ability to build relationships and work collaboratively with clients and organisational peers.
- Sound verbal communication skills including the ability to negotiate respectfully and communicate rationale for decisions made.
- Quality assurance mindset.
- Accuracy and high attention to detail.
- Collaborative, yet work independently and take initiative.
- Deliver high quality customer service.
- Meet daily service agreement goals in production and turnaround times.
