CBS - COLLECTIONS QUALITY CONTROL SPECIALIST

Job description

External Job Description Be #InGoodHands with Metrobank! Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach! Position Title: Collections Quality Control Specialist Job Summary: The position is responsible for conducting various quality assurance (QA) tests for Collections Department. The Quality Control Specialist is responsible for conducting different Day-2 review activities for Collections and ensuring that all errors are reported on time for prompt resolution. He/She shall assist in performing internal audit in the department, including collection agencies, and assist in the implementation of different QA test procedures. Specific Duties & Responsibilities Conducts Day-2 reviews and accuracy checks on the different collection processes in compliance with approved policies and procedures and quality standards Assists in performing QA test procedures and internal audit to all units of the department as well as to all collection agencies Performs random checking on call monitoring process done by Collection Officers Keeps himself/herself updated with applicable new policies and processes Assists in handling the department’s Centralized Complaint System, conducts investigation, prepares letters and performs call-outs to clients. Review and coordinate with concerned units on the resolution of collection complaints with supervision of QA Officer. Ensures that all assigned review activities are done within TAT, agency visits are done within schedule and all errors/findings are reported promptly Monitors and ensure prompt resolution of reported errors through coordination with various units Generates daily and monthly reports on review results and audit findings Recommends action steps to be done to resolve an issue or improve processes Recommends effective strategies which will result to improved quality/accuracy, lower operations cost, service improvement and customer satisfaction Conducts of side-by-side call monitoring with the in-house agents at least one per quarter Provide observation to the training officer Document call monitoring results Provides inputs to annual business review of collection agencies to assist in contract renewal evaluation Escalates to immediate supervisor any error or issues that may result to bank risk Performs back up functions to ensure that the team’s review standard turn around time is met Performs other functions that may be assigned from time to time by the immediate supervisor. Qualifications: Bachelor’s degree holder; preferably graduate of business course At least 2 years of experience in Collections; preferably handling self-assessment tests or quality assurance and training. Preferably with experience as a Collector Knowledge on collection system and policies/procedures is an advantage Other Details: Rank: Rank and File Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division / Collections Support Department Location: Metropark, Pasay