Collections Officer

3 days ago

Quezon City, National Capital Region, Philippines Acquire Intelligence Full time

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

The Collections Officer is responsible for managing overdue accounts while maintaining a customer-focused and solutions-driven approach. This role requires balancing firm negotiation with empathy, ensuring customers are supported in meeting their obligations while protecting the company from financial risk. Collections Officers operate in a fast-paced, technology- enabled environment, using multiple communication channels (phone, email, chat and other digital platforms) to connect with customers.

A key part of being a Collections Officer is identifying vulnerable customers and recognising hardship triggers early using discretion, empathy, and sound judgement to escalate such cases properly and ensure that customers received the right support.

 A Collections Officer plays a key role in compliance and data protection.

Principal Duties:

  • Deliver a professional and customer-focused collections experience across multiple channels.
  • Negotiate and agree on sustainable repayment arrangements that balance customer circumstances with business objectives.
  • Identify vulnerable customers or hardship triggers and escalate cases in line with company policies and regulatory requirements.
  • Use collections systems effectively to manage workflows and document all interactions.
  • Collaborate with cross-functional teams (Customer Service, Admin, Fraud, Lending) to resolve account issues promptly.
  • Ensure compliance with industry regulations, company policies, and data privacy standards.
  • Contribute feedback and insights to improve collections strategies, customer journeys, and process efficiency.
  • Adapt to evolving technology and tools, including AI-driven collections support, reporting dashboard, and digital payment platforms.

Job Qualifications:

  • Excellent English language communication skills (written and verbal), with strong professional etiquette.
  • Demonstrated negotiation, conflict resolution and problem-solving skills.
  • Strong accountability for achieving results and meeting collections KPI's.
  • Ability to manage multiple cases simultaneously with high attentions to detail.
  • Awareness of hardship indicators and ability to exercise empathy and discretion when managing vulnerable customers.
  • Ability to work independently and collaboratively within a fast-paced environment.
  • Flexible, adaptable, and open to continuous learning and process improvement.
  • Previous experience in Collections or financial services is required.

Join the A-Team and experience the A-Life

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