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 Statista, 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 Skips Officer, is responsible for verifying existing and probing new contact information of clients. The purpose of this role is to locate delinquent clients whose whereabouts or contact information is unknown and perform collections actions on any successfully traced clients.

How you’ll contribute

• Verify all existing contact information of clients endorsed for skip tracing.
• Search all available information sources (social media, friends/family, neighbors, phone directories, employer, bureau data, etc.) to gather and verify new client contact information.
• Record all results of skip tracing into the collections system in an accurate and timely manner.
• Perform collections actions on traced accounts according to the collections workflow using the collections system.
• Review client information before and during calls using the collections system and other resources provided by the department.
• Communicate with clients or related parties with the main goal of collecting promises to pay (PTP) and ensure accurate documentation of all transaction information into the collections system.
• Update database with all newly acquired client information (phone, address, employer, etc.) in a timely and correct manner.
• Focus to meet set productivity and efficiency targets, and continuously try to improve his/her performance related to established KPIs.
• Ensure that all communication with the client is conducted in a professional and respectful manner.
• Monitor and reach the yearly and monthly approved KPIs.
• Escalate qualifying cases to the Skip Tracing Team Leader for resolution (special cases, calls unable to be handled in certain amount of time, etc.).
• Continuously communicate with Skip Tracing Team Leader to review performance related to established KPIs, identify opportunities for improvement and receive guidance.
• Prepare recommendation of accounts for endorsement to other teams within the division as an escalation measure (field visits, legal, etc.) according to escalation guidelines, in order to reach the client and secure payment.
• Initiate probing of clients by endorsing accounts for field visits according to escalation guidelines, to ensure immediate contact and knowledge of client’s whereabouts.
• Prepare and recommend endorsement of accounts for legal processing according to guidelines, to secure payments from clients that refuse to settle in the regular collections process.
• Consolidate bank dealings requests from respective products (Cards, PL, CSL, AL, etc.) and endorse bank dealings inquiries to other Departments/Divisions to the respective products point person.
• Recommend status change, reinstatement, suspension, cancellation and early endorsement of accounts through the collections system to comply with the existing Department/Division Procedure and Guidelines Manual.
• Handle verification and coordination of bank account details for Hold-Out release and application/application of assignment by sending email to SBC Branch to comply with Credit Card Terms and Conditions.
• Recommend payment arrangement using the approved Risk Mitigation Program to provide assistance to clients with financial difficulties.
• Ensure awareness and compliance with approved manuals, policies, procedures and guidelines with reference to the Collections Manual.

What we’re looking for

• With at least 3 years of experience
• College / Bachelor’s Degree open to any course
• Preferably with experience in Skip Tracing
• Must be willing to work in Makati and Alabang