LMLeah Mag-usara
@leahmag-usara
Senior collections analyst specializing in AU/US credit card and personal loan portfolio recovery.
PhilippinesWhat I'm looking for
I am a Senior Collections Analyst with over a decade of experience managing Australian and U.S. credit card and personal loan portfolios for major financial institutions. I specialize in delinquency management, hardship handling, payment negotiation, and NCCP compliance.
I have a strong track record meeting KPI targets for quality, adherence, promises-to-pay, and dollars collected, and I have supported training and process improvement initiatives to raise team performance.
I bring hands-on experience with inbound and outbound collections, cross-functional collaboration with hardship and credit assessment teams, and a customer-focused approach for vulnerable customers to achieve compliant, sustainable repayment outcomes.
Experience
Work history, roles, and key accomplishments
Process Associate
Genpact / National Australia Bank
Jan 2025 - Present (1 year)
Processes collections activities for Australian portfolios, negotiated suitable payment plans, maintained accurate payment records, identified trends for improvement, and supported training to uphold quality standards.
Process Associate
Genpact
Jan 2025 - Present (1 year)
Process Associate supporting National Australia Bank portfolios through inbound/outbound contact handling, negotiating payment plans, maintaining accurate payment records, and identifying trends for process improvement while ensuring compliance and quality standards.
Contact Collections Associate
Citi
Jan 2018 - Jan 2025 (7 years)
Managed inbound/outbound communications for overdue Australian credit cards and loans, advised on repayment options including hardship handling, and collaborated with internal teams to meet quality and collection KPIs.
Collections Associate
Alorica
Jan 2014 - Dec 2017 (3 years 11 months)
Handled inbound and outbound collections calls for Credit One Bank (US), established payment plans, ensured timely collections, and resolved customer issues to meet KPI targets and dollars collected.
Education
Degrees, certifications, and relevant coursework
PPPolytechnic University of the Philippines
Bachelor of Science in Business Administration, Marketing Management
2025 -
Enrolled in BSBA - Marketing Management through the ETEEAP program beginning in 2025.
DBDe La Salle-College of Saint Benilde
Bachelor of Science in Business Administration, Human Resource Management
2012 - 2013
Completed BSBA studies in Human Resource Management during 2012–2013.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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