Skip Tracing Agent

The Role

As a Skip Tracing Agent, you are responsible for verifying existing and probing new contact information of clients. You have to locate delinquent clients whose whereabouts or the contact information is unknown and perform collections actions on any successfully traced clients.

How you'll contribute

Verify all existing contact information of clients endorsed for skip tracing.Search all available information sources (social media, friends/family, neighbors, phone directories, employer,bureau data, etc.) to gather and verify new client contact information.Record all results of skip tracing into the collections system in an accurate and timely manner.Perform collections actions on traced accounts according to the collections workflow using the collections system.Review client information before and during calls using the collections system and other resources provided by the department.Communicate with clients or related parties with the main goal of collecting promises to pay (PTP) and ensuring accurate documentation of all transaction information in the collections system.Update the database with all newly acquired client information (phone, address, employer, etc.) in a timely and correct manner.Focus to meet set productivity and efficiency targets, and continuously try to improve his/her performance related to established KPIs.Ensure that all communication with the client is conducted in a professional and respectful manner.Monitor and reach the yearly and monthly approved KPIsEscalate qualifying cases to the Skip Tracing Team Leader for resolution (special cases, calls unable to behandled in a certain amount of time, etc.).Continuously communicate with Skip Tracing Team Leader to review performance related to established KPIs,identify opportunities for improvement and receive guidance.Prepare recommendations of accounts for endorsement to other teams within the division as an escalation measure(field visits, legal, etc.) according to escalation guidelines, in order to reach the client and secure payment. Initiate probing of clients by endorsing accounts for field visits according to escalation guidelines, to ensureimmediate contact and knowledge of clients’ whereabouts. Prepare and recommend endorsement of accounts for legal processing according to guidelines, to securepayments from clients that refuse to settle in the regular collections process. Consolidate bank dealings requests from respective products (Cards, PL, CSL, AL, etc.) and endorse bankdealings inquiries to other Departments/Divisions to the respective products point person. Recommend status change, reinstatement, suspension, cancellation, and early endorsement of accounts throughthe collections system to comply with the existing Department/Division Procedure and Guidelines Manual.Handle verification and coordination of bank account details for Hold-Out release and application/application ofassignment by sending an email to SBC Branch to comply with Credit Card Terms and Conditions. Recommend payment arrangements using the approved Risk Mitigation Program to provide assistance to clientswith financial difficulties. Ensure awareness and compliance with approved manuals, policies, procedures, and guidelines with reference tothe Collections Manual.

What we're looking for

Bachelor's Degree in Business Administration, Commerce, Finance or Banking, or any related fieldGood probing and negotiation skillsCompetitive and fast learnerA positive attitude and the ability to adapt to changesCan work in a quota-based environment