Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years, including Philippines’ Top Employer, named by Statistica, and Best Bank for Diversity and Inclusion, awarded by Asiamoney.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300+ branches nationwide, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

The Role

As a Collections Team Leader, you will directly supervise the In-House Collections Officers and Associates with a specific portfolio of B3 Auto, BEL, and CARDS that are assigned to them. You will lead the In-House Collections Team to ensure team performance standards are met, individual Outbound Agents are achieving their targets and to react promptly to any changes or issue there might occur during the line utilization.

How you’ll contribute

• Determine the feasible workload of each In-House collection officer/associate and organize their allocation (including shift schedule) management) to ensure daily productivity benchmarks are met.
• Distribute established KPIs and develop other methods to motivate  In-House collection officers/associates and maximize productivity and efficiency.
• Evaluate overall  In-House collection officer/associate performance regularly (including random call listen-ins) with coordination with the Phone Monitoring Officer to identify areas of improvement, and implement necessary changes to improve efficiency.
• Supervise calls performed by In-House collection officer/associate and provide immediate assistance if required, as well as continuous coaching and feedback.
• Analyze reports and existing processes to advise the In-House and Field Collections Unit Head regarding outbound calling trends, strategy modifications, and overall team performance.
• Communicate with  In-House and Field Collections Unit Head the outbound calling trends, to identify opportunities for improvement with respect to overall collections performance.
• Coordinate with the Phone Monitoring Officer daily to receive feedback on the quality of calls, patterns, and possible improvements to implement with In House Collection officers/associates.
• Coordinate with the In-House and Field Collections Unit head and Late Collections Department Head to develop daily call lists for In House Collections officers/associates.
• Process requests for reversals, waivers, and changes in loan/card status.
• Ensure  In House Collections officers/associates’ awareness and compliance with approved existing manuals, policies, procedures, and guidelines with reference to the Collections Manual.

What we’re looking for

• Bachelor’s Degree in Business, Banking, Audit, and Compliance or any related field.
• With at least 3 – 4 years of relevant work experience.
• Proficiency in Microsoft Office for Windows.
• Knowledge of bank’s products and processes, BSP Circulars related to collections particularly Circular 857- Consumer Protection Framework, and industry practice in Complaints Management.
• Excellent interpersonal skills and ability to adjust and interact with all levels of personnel.
• Strong time and people management skills.
• Good verbal and written communication skills.