Job Advert Details
Business: Global Business
Open Positions: 1
Role Title: Collections Associate
Global Career Band: 8
Location Quezon City, Philippines
Recruiter Name: Edward Palma
Why join us?
SG Collections is comprised of two (2) different queues:
Front End/Mid-Range: The department performs collection function for unsecured lending. deals with inbound and outbound dialing on delinquent accounts 1 to 180 days past due (dpd);,Ensure that the Collections targets are met both individually and as a team. Ensure that Call quality & Individual performance Metrics such as Promise to Pay, Promise kept rates and Money Collection targets are met at the benchmark set, at a minimum. Ensuring highest due diligence to Internal and External Policy and procedures, Regulatory obligations when executing role specific accountabilities. Understand how individual role deliverables impact teams achievements as a whole.
Late Stage: Manages inbound and outbound dialing on 180 days past due (dpd) which includes Credit Card, Loan and Personal Line of Credit. Ensure that the Collections targets are met both individually and as a team. Ensure that Call quality & Individual performance Metrics such as Promise to Pay, Promise kept rates and Money Collection targets are met at the benchmark set, at a minimum. Ensuring highest due diligence to Internal and External Policy and procedures, Regulatory obligations when executing role specific accountabilities. Understand how individual role deliverables impact teams achievements as a whole.
The Opportunity:
- Perform Outbound and Inbound telephony collection activity on Personal Loan, Credit Card and Personal Line of Credit products and deliver expected service to our customers for active accounts (from 1 to 60 DPD)
- Managing enquiries received via inbox and account maintenance.
- Performing collection activity on Credit Cards, Personal Line of Credit and Personal Loan products.
- Ensure that the Collections targets are met both individually and as a team
- Ensure that Call coaching & Call monitoring reviews are passed at the benchmark set
- Performing Collection function and recoveries activity for unsecured lending (Credit cards, Consumer Finance and Personal Line of Credit) for accounts not exceeding 60 days’ delinquent or still an active account
- Ensure set KPI targets are achieved both individually and as a team
- Ensure that the dialer productivity targets are met both individually and as a team
- Ensure that online learning is completed
What you’ll do:
- Maintain professionalism whilst dealing with internal and external customers
- Ensure effective control on customer accounts and minimize any possible losses with the aid of the current collections systems to reduce delinquency
- Recommend next level of action where appropriate
- Ensure all allocated ad-hoc tasks are completed within SLA
- Complete and pursue your Objectives
- Create, document and follow a development plan within your Objectives
- Action, rectify or escalate account inquires and complaints where appropriate
- Achieve individual and team targets as set out in Objectives
- Achieve agreed Call Model Outcomes
- Be actively involved in team events
- Day to day appropriate actioning of allocated accounts
- Complete e-mail requests and correspondence within SLA at all times
- Be actively involved in team meetings
Qualifications
What you will need to succeed in the role:
- The Strategic and Operating Plans of SGH lay down the objective to achieve substantial growth in advances to personal customers, while maintaining asset quality and an acceptable risk level
- Key focus on Card and Third Party Distribution portfolios form the back bone of the strategic plan from a PFS perspective. Bad and doubtful debts are potentially one of the banks major costs and the effective collection and recovery of non-performing loans is the main means of minimizing this cost
- Understand the fundamentals of the New Consumer Finance business, recently launched in HSBC to help mitigate business risk through the development of effective collections strategies and thereby help aggressively grow the book to planned targets
What additional skills will be good to have?
- Excellent communication/skills – both conversational and written.
- Ability to work using a variety of systems on a computer.
- Ability to organize work independently and as part of a team.
- Positive attitude –team player
- Deal with an array of complex delinquency situations, employing effective decision-making skills and knowledge when applying resolution tools that best meets the needs of the customers.
- Empathetic approach while connecting with the customer.
- Committed and enthusiastic to an ever-changing environment, open to feedback and takes ownership of growth. Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.
- Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
- Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimizing relations with regulators
You’ll achieve more at HSBC
HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
***Issued By HSBC Electronic Data Processing (Philippines) Inc. ***
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have met the Behaviour Gateway in the last performance appraisal
- All applicants should have served at least 18 months in their current functional role and department company
- All applicants should inform their respective line manager of their application
- Application form should be submitted via CareerLink along with the current CV
- All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
- Have not been previously declined for the same post within the last 3 months on the date of submission of their application
- Have not been on ANY form of Corrective Action within the last 6 months from the date of application
Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual.”
Recruiter name
Edward Palma
Recruiter email
edward.o.palma@hsbc.com.ph