Customer Account Recovery Professional

Join a dynamic team and take on the role of Collections Specialist. This position involves proactively managing delinquent accounts, negotiating repayment terms, and maintaining precise account records.

• Employment type: Full-time
• Shift: Night Shift (Training is from 9:00 AM to 6:00 PM EST, Monday to Friday, for 6 weeks)
• Work setup: Permanent Work-from-Home

• Contact customers via phone or email to resolve past-due accounts and secure payments
• Determine reasons for delinquency and negotiate payment plans or full settlements
• Update customer accounts accurately using CRM tools
• Follow established guidelines to recommend appropriate collection remedies
• Explain delinquency consequences and develop repayment schedules
• Handle customer payment inquiries and resolve issues independently
• Organize workflow and schedule follow-ups effectively
• Maintain accurate account records for resolution tracking
• Achieve key performance metrics while complying with policies
• Perform customer service tasks when assigned by the manager

• Minimum 3-5 years collections experience required, with no more than a 3-month gap in recent employment
• Minimum 1 year of remote work experience in previous employment
• Experience managing 120+ days delinquent accounts and must have BPO experience
• Demonstrated strong negotiation and problem-solving skills
• Excellent communication skills, both verbal and written
• Strong etiquette with phone calls, chat, email and interpersonal communication skills
• Experience in debt loan collection, consumer lending, or personal finance
• Familiarity with underwriting loans, financial statements, or payroll processes is a plus
• Proficiency in CRM and call center systems, with an acute attention to detail
• Ability to multitask and work efficiently in a fast-paced environment
• Solid judgment, excellent problem-solving skills, and a customer-focused approach
• Reliable internet connection and laptop required for the interview; attendance must be confirmed in advance to avoid disqualification

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Permanent WFH arrangement
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your discretion
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

Must reside within commuting distance to our offices.

Effective teamwork and collaboration skills are essential for success in this role.

This role may include weekend shifts and will require regular communication with the team.

Candidates must possess a high level of self-motivation and discipline to perform their duties without direct supervision.

• Experience working in a similar role, preferably in a collections setting
• Strong analytical and problem-solving skills, with the ability to think critically and outside the box
• Excellent communication and interpersonal skills, with the ability to build rapport with colleagues and customers alike
• Knowledge of industry best practices and regulations, as well as local and international standards
• Ability to adapt quickly to changing priorities and deadlines
• Fluency in additional languages, particularly Spanish, French, German, Mandarin, or Tagalog

Based on equal merit, we welcome applications from individuals who identify with diverse backgrounds and experiences, including people with disabilities.