Specialist
METROBANKCARD CORPORATION - A joint venture of Metrobank and ANZ
Total years of experience :9 years, 5 Months
Address various customer issues
Handle inquiries, requests and complaints of cardholders received thru telephone or walk in clients
Process/refer requests of clients received thru voicemail
Process requests from other units/departments received thru telephone, Customer Integration Management System (CIMS) and e-mails
Evaluate and recommend approval/disapproval of requests for waiver of charges
Receive client requests for issuance of certificate of full payment
Process and recommends approval/disapproval of request for reactivation of accounts
Process and recommends approval/disapproval of request for refund of overpayment information from cardholders and forward to Collection Support for Maintenance
Refer complaints on unposted/misposted payments, misposted transactions, non/late receipt of statement of accounts, unsuccessful debit arrangements, reversal of fees and charges, disputed transactions to responsible unit/department for appropriate action
Receive request for change of billing addresses and other contact information from cardholders and forward to Collection Support for maintenance
Consolidate requests from cardholders for cancellation of card an forward to Telemarketing Team for anti-attrition efforts
Consolidate report on incoming telephone request from cardholders (Collection Metrics) and summary of updated contact numbers for use of Recoveries accounts
Draft and send reply to internal and external clients for inquiries and requests received thru e-mail
Liaise with other departments/units/branches regarding collection concerns
Control delinquency of the department within set standards
Negotiate restructuring of delinquent accounts, evaluate payment proposals beyond existing guidelines and recommend approval/disapproval of request
Check letters to branches on accounts due for setoff of outstanding balance from deposits with Metrobank group and/or its subsidiaries
Minimize risks and credit losses
Detect and block fraud accounts at an early stage to prevent further usage and report the case to immediate supervisor
Block delinquent accounts to prevent further exposure
Recommend accounts for early referral to collection agencies
Recipient of several awards for great client service
Consistently attain and even exceed monthly targets
Participates in
Handled Citibank Savings and Citibank N.A Secured Portfolio
Product: Home Loan, SME, Ex-Staff Accounts, Auto Secured Loan, Mortgage Power, Credit Card and Cash Secured Peso and Dollar Accounts
Handled Liquidation of Secured Portfolio for Citibank Mortgages and other acquired loans from Insular Savings and Citibank Savings
Frontline in client and account handling for all Secured accounts
Responsible in assessing client records in order to provide accurate feedback for credit planning
Oversee internal collection process and provide impeccable customer service
Main contributor in the closure of Mortgage Power accounts equivalent to more or less
USD 1, 191, 476 in balance
Analysed datum on a per account basis in order to decipher actions and process to be taken (e.g. decide if account is for letter sending; collection call-outs; legal handling and assess if collateral is for foreclosure)
Spearhead account simulation, reconstruction and monitoring
Coordinated with other financial institution for customer related transactions
(e.g. Loan Take Out)
Does different administrative functions like proper documentation for all Secured accounts
Construct different Memo’s to be approved by the Credit Committee
e.g BAP and BSP Endorsement; Endorsement for legal handling; Proposal for Payment Arrangement
Directly reports and coordinates with Collections and Risk Heads for credit committee approval
Does direct coordination with Financial Control Unit, Account Processing Division, Payment Disbursement Division, Service Providers and other Citibank Savings and Citibank branches
Responsible in the assessment and monitoring of collateral if for release, appraisal and foreclosure
Monitor delinquency for Cash Secured Peso and Dollar Accounts
Authored some of the revisions and addendum for the Secured Procedures Manual for 2011 and 2012
Assists colleagues for immediate concern during absence of Collections Manager
Coordinates collection concerns to other units to reduce account delinquency
Prepare reports as requested by immediate head
Supervise a number of individual in order to facilitate work activities
Handled RE-Age accounts for the entire employment period
Consistently achieved targets and even ranked as a top collection officer for Re-Age Accounts
I graduated with academic distinction (Cum Laude). I had been an active officer a our student organization. I was able to compete in various Inter-Collegiate, Regional and National Collegiate academic competition.