Arlene Torres Email and Phone Number

Collection of overdue debt as third party;Instigation of appropriate legal action or escalation as required;Negotiating payment plans and assessing viable arrangement with clients;Managing statement and interest schedules and statements for the bank and for clients;Assisting in hardship applications and being the custodian of hardship register;Reporting on weekly basis to Insight Management and ANZ on accounts status and performance;Managing third-party and other agency relationships in relation to asset recoveries.

Worked in a competitive contact centre and back-end operations team, with responsibilities including: Collection of customer repayments and helping members manage repayment schedules; Assessing customer loan applications company against credit and responsible lending guidelines; Responding to customer queries via phone, email or livechat when required; (As a business migration secondee and coach) assisting the business migration manager in setting up the underwriting and customer service process in Manila to replicate the existing process on the Gold Coast; Training new agents and writing procedures to enable successful migration of business process.

HSBC Bank (Manila as Global Centre for the UK Bank)Held different positions in the Global Service Centre of HSBC with tasks including:  Performing trade reconciliations of markets financial instruments (FX/Equity/Derivatives) given a time-crucial service level deadlines; Assisting UK banking customers in terms of their direct banking needs and credit card services request; Submitting process-improvement projects to promote cost-efficiency for the global service centre via Six Sigma.