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Collections Specialist

3 months ago

Manila, Philippines BillEase Full time
About Us

BillEase offers you the easiest way to afford what you want and need today. Our brand centers around making shopping and payment processes seamless and convenient. Our customers have diverse lifestyles and are looking to enhance their shopping experiences both online and offline. It's essential for us to embody the core of our brand name — BillEase, a combination of "bill" and "ease," pronounced ‘bilis,’ which means speed or swiftness in Filipino.

The Role

Position Overview:
We are seeking a talented and motivated Tele Collections Specialist to join our remote team. As a Tele Collections Specialist, you will play a vital role in maintaining positive customer relationships and recovering outstanding debts. You will utilize your exceptional communication and negotiation skills to engage with customers and find mutually beneficial solutions.

Key Responsibilities:
- Customer Engagement: Initiate outbound calls to customers who have outstanding debts, establishing rapport and maintaining a professional and empathetic demeanor throughout the conversation.
- Negotiation: Negotiate repayment terms, settlements, or alternative arrangements with customers to resolve delinquent accounts while adhering to company policies and guidelines.
- Documentation: Maintain accurate and thorough records of all customer interactions, payment agreements, and any relevant information in our systems.
- Compliance: Ensure all collection activities comply with relevant laws, regulations, and industry best practices, including the Fair Debt Collection Practices Act (FDCPA).
- Customer Education: Educate customers about their outstanding balances, payment options, and financial responsibilities in a clear and respectful manner.
- Problem Solving: Analyze each customer's financial situation and recommend suitable solutions that align with their ability to pay and the company's goals.
- Reporting: Generate and submit regular reports on collection activities, account statuses, and trends to management.
- Adaptability: Stay up-to-date with industry trends and adapt to new collection techniques and strategies to maximize recovery rates.

The Ideal Candidate:
- Previous Collections Experience: Minimum of 1 years of experience in collections or a related role, preferably in a financial services environment.
- Excellent Communication: Strong verbal and written communication skills, with the ability to engage and negotiate effectively over the phone.
- Empathy: Demonstrated ability to empathize with customers' financial situations while maintaining professionalism.
- Problem Solving: Effective problem-solving skills and the ability to think critically to find solutions.
- Compliance Knowledge: Familiarity with debt collection regulations and compliance standards, including FDCPA.
- Computer Proficiency: Comfortable using collection software, CRM systems, and Microsoft Office Suite.
- Self-Motivation: Ability to work independently in a remote WFH environment, manage time efficiently, and meet targets and deadlines.
- Ethical Conduct: Maintain a high level of integrity and ethical conduct in all collection activities.