Agency Officer  

About the Role

As an Agency Officer, you are responsible for managing assigned external Accredited Collection Agencies (ACA), which handle collections activities for written-off off accounts allocated by Security Bank. The purpose of this role is to endorse accounts to ACA according to the Endorsement Matrix, ensure ACA compliance with standards and procedures and ensure that the KPIs for each assigned ACA are met.

How You’ll Contribute

• Manage the endorsement of written-off accounts to their assigned ACAs, ensuring compliance with the ACA Endorsement Matrix.
• Propose opportunities to the Unit Head / Manager to enhance and to modify the ACA Endorsement Matrix to improve results related to KPIs.
• Ensure Admin Associates are preparing the Endorsement Lists for ACAs on time and accurately, downloading daily status reports and inputting ACA data into the database according to procedure and instruction
• Monitor ACA efforts in achieving targets for composite flow rates, past due rates, and other performance metrics, and propose methods to increase ACA performance related to these metrics to the Unit Head / Manager
• Conduct regular ACA visits and meetings once a week with ACA owners, supervisors and collectors to discuss concerns such as handling exceptions, accounts that did not meet guidelines, productivity attainment, etc.
• Provide accurate and timely billing and ensure that agency payout is completed (end-to-end) based on established billing procedures.

• With 3 – 4 years of relevant experience in Collections, preferably with background in ACA management
• Knowledge of bank’s products and processes, BSP Circulars related to collections particularly Circular 857- Consumer Protection Framework and industry practice in Complaints Management
• Good verbal and written communication skills
• Must have good critical thinking skills and exercise sound judgement
• Amenable to be assigned in Alabang and Makati