Jon Patrick Pagkatipunan

Results-oriented UK Collections Specialist and Subject Matter Expert (SME) with over 3 years of proven experience in high-stakes financial and telco BPO environments. Expert in managing late-stage debt recovery, handling complex escalations, and balancing assertive negotiations with excellent customer service to resolve delinquent accounts. Possesses deep expertise in strict compliance under Financial Conduct Authority (FCA) and Ofcom regulations, specialized in handling vulnerable customers with a flawless track record of 100% compliance and security scores.

Recognized for a strong performance history (Rank 7 in professional team tenure) and a driving focus on operational excellence.

Collections Support / Customer Service Associate at ACCENTURE (2025-08 – Present)

• Provides specialized UK Collections Support for a premium portfolio (O2 account), managing late-stage delinquency resolutions and high-level financial escalations.
• Ensures strict adherence to UK laws, regulations, and FCA / Ofcom guidelines, specifically implementing protocols for handling vulnerable customers.
• Maintains a flawless 100% compliance and security passing rate across all scorecards, mitigating business risk and ensuring ironclad data protection.
• Achieved a career-high 90% CSAT rating by effectively balancing assertive financial negotiation with professional empathy and excellent customer care.

Loyalty Specialist (SME / Escalations) at QUANTRICS ENTERPRISES (2022-10 – 2025-01)

• Served as a Subject Matter Expert (SME) and Escalations Specialist for 1 year, managing senior-level disputes and driving floor support for complex account issues.
• Specialized in high-risk account recovery, successfully managing and collecting on severely delinquent portfolios ranging from 90 to 511+ days overdue.
• Mentored and coached team members on advanced, assertive negotiation tactics, lower churn strategies, and account process adherence.
• Consistently exceeded performance targets, achieving a Rank 7 position within the professional team through data-driven problem solving and 100% attendance.

Customer Service (Everyday Banking) at WELLS FARGO (2025-02 – 2025-06)

• Provided high-level financial support for global banking operations, executing secure fund transfers, balance reconciliation, and comprehensive account audits.
• Maintains 100% accuracy in financial documentation within a heavily regulated banking framework to prevent operational errors.
• Strictly enforced customer identity verification and security compliance protocols on every interaction.

BSBA in Marketing Management – ICCT Colleges