Debt Counsellor

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Position Title:  Debt Counsellor

Job Summary

• The jobholder performs collection activities for Front End (0-29 days) past due accounts.  He / She is responsible for the achievements of the set targets, meeting the set standards collectively with other team members and compliance with policies and procedures.


• The position is also responsible for assisting the Collections Officer in monitoring the portfolio through cyclic balances reviews and daily management of accounts affected by system related adjustments. 


• He/She can also be assigned to assist the Collection Officer in motivating, monitoring and disseminating information to the team.


• He/She may also serve as the backup of the Collections Specialist - Frontend (Early Endorsement).

Specific Duties & Responsibilities

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  Control delinquency of Front End accounts within set standards 

  
  

   

  
  
  
  
  • Conducts telephone calls to follow up payment from delinquent cardholders
  
  
  • Obtains additional information on delinquent cardholders from members of the Metrobank group and other sources
  
  
  • Negotiates restructuring of delinquent accounts, evaluate payment proposals beyond existing guidelines and recommend approval/disapproval of request
  
  
  • Assists collection agencies with regard to collection queries such as payment inquiry, client information and computations for payment arrangements.
  
  
  • Reviews Front End portfolio, its balances, and other pertinent RMA/BIU lists for possible reversal or collections by reconciling statements of accounts and reviewing notes and other entries in the system to address issues.
  
  
  • Reviews DCA accounts under Front End’s portfolio and inquire status to other Collections and Recoveries Specialists for additional account curing.
  
  
  
  

   

  
  

  Minimize risk and credit losses 

  
  

   

  
  
  
  
  • Detects and blocks fraud accounts at an early stage to prevent further usage and report the case to immediate supervisor
  
  
  • Blocks overlimit or delinquent accounts to prevent further exposure
  
  
  • Recommends accounts for early referral to collection agencies
  
  
  • Escalates and provides recommendations to Collections Officer to address any critical issues encountered during the portfolio review and call out.
  
  
  
  

   

  
  

  Address various customer issues 

  
  

   

  
  
  
  
  • Receives requests for change of billing addresses and other contact information from cardholders and forward to Collections Back Office for maintenance
  
  
  • Handles complaints received from cardholders and ensure resolution within standard TAT.
  
  
  • Refers complaints on unposted/misposted payments, misposted transactions, non/late receipt of statements of accounts, unsuccessful debit arrangements, reversal of fees and charges, disputed transactions to responsible unit/department for appropriate action
  
  
  • Evaluates and recommends approval/disapproval of requests for waiver of charges. Ensures that waiver/reversal of charges are acted upon immediately, after making the necessary recommendations.
  
  
  • Submits account status reports.
  
  
  
  

   

  
  Perform other functions that may be assigned from time to time

Qualifications:

• Bachelor’s degree holder; preferably graduate of business course


• Experience in bank or credit card collection is an advantage


• Experience in dealing with external customers who have varying requirements is an advantage


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  Proficient in the following Microsoft applications: Word, Excel and PowerPoint

  
  


• Willing to report onsite 100% during weekdays, weekends, and holidays.

Other Details:

Rank: Junior Officer

Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division

Location:  Pasay City