HSBC

3 days ago

FST - SENIOR ADVISOR (SECURED) - Collections

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Handle inbound and outbound collections activities for delinquent accounts 1–180 days past due across retail bank accounts, credit cards, personal loans, commercial accounts, and mortgage products. Make decisions on default/demand status, vulnerability cases (end-to-end without call hand-off), and forbearance/rehabilitation solutions. Deliver first-touch resolution, meet collections targets and call quality standards, manage credit/fraud/regulatory/conduct risk, and communicate clearly by phone and in writing.

Location: Philippines

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Director level

Key Responsibilities

•Perform inbound and outbound telephony collections for delinquent accounts 1–180 days past due across multiple product types.
•Make decisions on account default/demand status, manage vulnerability cases end-to-end without call hand-off, and support forbearance/rehabilitation solutions.
•Signpost customers to appropriate support channels where required.
•Deliver first-touch/one-touch resolution, meeting collections targets at individual and team levels.
•Identify and manage risks (credit, fraud, regulatory, conduct), escalating where appropriate, and handle complaints and complex scenarios in clear phone and written communication.

Key Requirements

•Assess customers’ current financial circumstances and provide fair outcomes for customers in financial difficulty.
•Provide well-reasoned solutions to rehabilitate accounts or signpost customers to appropriate support sources.
•Perform affordability assessments and recommendations while minimizing credit risk, fraud risk, regulatory risk, and conduct risk.
•Communicate professionally with customers and colleagues by telephone and in writing, including resolving complaints and complex scenarios.
•Handle customers’ circumstances at first point of contact and adhere to all regulatory requirements within scope.

Experience:BankingFinancial servicesCollectionsDebt recovery

Skills:CommunicationJudgementRisk managementCustomer serviceProblem solving

Languages:English

Company Brief

HSBC

Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1865

Glassdoor: 3.6

Website LinkedIn

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HSBC

3 days ago

FST - SENIOR ADVISOR (SECURED) - Collections

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Director level

Key Responsibilities

•Perform inbound and outbound telephony collections for delinquent accounts 1–180 days past due across multiple product types.
•Make decisions on account default/demand status, manage vulnerability cases end-to-end without call hand-off, and support forbearance/rehabilitation solutions.
•Signpost customers to appropriate support channels where required.
•Deliver first-touch/one-touch resolution, meeting collections targets at individual and team levels.
•Identify and manage risks (credit, fraud, regulatory, conduct), escalating where appropriate, and handle complaints and complex scenarios in clear phone and written communication.

Key Requirements

•Assess customers’ current financial circumstances and provide fair outcomes for customers in financial difficulty.
•Provide well-reasoned solutions to rehabilitate accounts or signpost customers to appropriate support sources.
•Perform affordability assessments and recommendations while minimizing credit risk, fraud risk, regulatory risk, and conduct risk.
•Communicate professionally with customers and colleagues by telephone and in writing, including resolving complaints and complex scenarios.
•Handle customers’ circumstances at first point of contact and adhere to all regulatory requirements within scope.

Experience:BankingFinancial servicesCollectionsDebt recovery

Skills:CommunicationJudgementRisk managementCustomer serviceProblem solving

Languages:English

Company Brief

HSBC

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1865

Glassdoor: 3.6

Website LinkedIn