D.K. Florino, junior assistant manager of bank that issues credit cards, whose job is to remind credit cardholders of their respective dues, admitted that he was once the subject of a complaint by a client for the “tone” of his voice. He said that kind of complaint does not hold water among credit card companies, saying, “It has to be more concrete than that. We are trained to be upfront and are only stressing the urgency of their compliance to pay.”
Florino, who is currently working in one of the coutnry’s largest banks (which remains unnamed on his request), explained that generally, there are only two kinds of credit cardholders:
One that prefers to be reminded, which he classified as “executives;” and another one classified as “nonstarters,” or those who would just avail themselves of a credit card and exhaust the credit limit, and then neglect the corresponding obligation to pay.
Meeting quota
Florino said that bank agents like him have to meet the daily quota of reaching delinquents and getting these to pay, in order to be retained or promoted.
He explained that bank agents like him face various levels of delinquent. If an agent is assigned very delinquent debtors his quota of debtors to contact is less, at most three a day. “We have to get their [debtors’] commitment to pay, and make sure that they do actually pay, before it is counted in our favor as a successful effort.”
On the other hand, a bank agent whose assignment is cardholders who just missed a due date is required to make at least 32 contacts in one day.
“Yes, there are [credit card] clients who would likewise shout at us, but it all depends upon the situation.
We are aware that at times they get frustrated too. With respect to our case, we too can get frustrated and are pressured to produce results for the company,” Florino said.
One is classified as a delinquent payer when he or she missed to pay his or her dues for about 90 days.
When a cardholder has not made any payment for three months, the matter is forwarded to collection agencies.
“With respect to clients, we should always strike a balance between being assertive and at the same time be sensitive enough to their respective situations. When clients have complaints, they are free to call our complaint hotlines,” the bank agent said.
In the event that it is a valid complaint, a bank agent would automatically get a zero in the scorecard. For the first offense, the credit card provider will reprimand the bank agent; for the second valid complaint, a bank agent faces suspension without pay; and for the third time, termination.
“There is no borderline up to what extent are we allowed to pursue a client who has yet to settle a past due account, but my personal conviction is that, they are still clients and should be given equal importance,” he said. –KATRINA MENNEN A. VALDEZ REPORTER, Manila Times
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