MARIA CHRISTINA MARQUEZ

Directly responsible for the management of RBLC and its respective activities. Reviews procedures and proposes strategic/process improvements to ensure that retail business loans losses are controlled.

1. Service Quality

· Anticipates potential problem situations, draws plans to address such potential problems and continuously explores opportunities for improvement.

· Monitors handling of Customer concerns/complaints

· Ensures Unit adheres to Early Collection processes and procedures.

2. Productivity, Efficiency and Compliance

· Manages and monitors overall performance of the Unit and aligns targets versus business goals

· Implements appropriate assignments / actions.

· Evaluates collection strategies and campaigns.

· Provides management with key collection results, analysis and action plans for the Team.

· Provides timely and accurate forecast of losses, monitors actual results vs. norms.

· Ensures Unit’s compliance to BSP regulations

· Approves recommendations for financial reversals, reinstatements of suspended / cancelled accounts, and compromise settlements within prescribed parameters.

· Ensures sufficient manpower of the Team at all times by determining in advance the capacity requirements and managing the enforcement of policies on absences, tardiness & leaves.

· Attends to internal auditors, BSP examiners and other internal/external inspectors/reviewers.

· Prepares replies to audit reports, in coordination with the Team Heads

· Ensures that audit findings are rectified within 3 months from audit report date.

· Exercises authority delegated to him/her by the Bank or by higher authorities

· Ensures the performance of all internal control/review functions designed to prevent/detect/correct risks.

· Performs other tasks that may be assigned from time to time.

3. Administration

· Responsible for the direct supervision of his/her unit

· Evaluates work performance of subordinates and comes up with ratings reflective of the accomplishment of goals or objectives set in the beginning of the period reviewed.

· Identifies training gaps of the Team and provides appropriate training.

· Prepares/recommends, in coordination with the Business Head Collection plans and budgets.

· Conducts staff meetings regularly.

· Supervises and motivates the unit’s officers and staff; ensures that they are properly trained and that their potentials are developed; recognizes and rewards (or recommends rewards for) service and performance contributions by the officers and staff.

· Initiates cross-posting/rotation of staff for training and control purposes.

Directly responsible for the management of 30 Officers of Credit Card Collections Division and its respective activities. Reviews procedures and proposes strategic/process improvements to ensure that credit card losses are controlled.

• Manages and monitors over-all performance of the Unit and/or the collection agencies vs. service and productivity standards given
• Applied effective time management techniques to meet tight deadlines.
• Passionate about learning and committed to continual improvement.
• Organized and detail-oriented with a strong work ethic.

Responsible for supervising the external collection agencies and their respective collection activities

• Responsible for supervising and monitoring of the collection activities of 15 credit card Collection Officers
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.

• Managing a team of collectors
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.