Job Advert Details
Business: GSC Australia Collections
Open positions: 2
Role Title: Collections Associate
Global Career Band: 8
Location: Quezon City, Philippines
Recruiter Name : Edward Palma
Why join us?
GSC Australia Collections main responsibility is to handle both Inbound & Outbound calls for delinquent Credit card & Loan clients. Department’s main goal is to minimize delinquency & understand client’s financial situation to provide re-payment options.
The Opportunity:
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA's). Responsible for relationship building and resolving customer queries / issues in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives customer calls in a call centre environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.
What you’ll do:
- Acquire and update knowledge on procedures on products.
- Receive or make calls from or to customers (internal & external).
- Provide information to customers based on requests made.
- Use CEM Call model effectively and work within Collections Framework
- Exhibit ownership of the business.
- Build rapport with customers.
- Ensure that the productivity and quality levels are achieved as per the standards set for the process.
- Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines in an effort to
- satisfy the customer.
- Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
- Delight internal and external customers.
- Support achievement of team objectives.
- Participate in development of cohesive teams.
- Foster development of co-workers.
- Contribute to the creation of a supportive work environment driven by people centric values.
- Build professional relationships with colleagues in other areas.
- Ensure that each call / work is completed in accordance with established procedures and standards.
- Identify and escalate potential showstoppers
- To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes./report issues, suspicious activity or lapses of controls observed.
Qualifications
What you will need to succeed in the role:
- Should have passed the Higher Secondary School examination or the equivalent. Higher qualification not a bar provided aspirations are commensurate with the position
- Work experience not essential.
- Ability to speak and understand English fluently
- Ability to write business letters and reports.
- Excellent conversational/ telephone skills.
- Ability to learn quickly, retain and transfer knowledge appropriately.
- Ability to understand and interpret numeric data.
- Flexibility to work in shifts
- Ability to build rapport with and relate to a wider range of people.
- Excellent communication skills in both English & Local languages
- Proficiency in Microsoft Office (Excel, Word, PowerPoint etc)
- Experience in handling Collections processes & Customer Service.
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