Viber / Messenger / Email Support & Collections Specialist

Viber / Messenger / Email Support & Collections OfficerDepartment: Operations – CollectionsReports to: Team Leader / Collections ManagerLocation: Manila / On-siteWork Schedule: Full-time1. Position Overview

The Support & Collections Specialist is responsible for handling all customer communications via Viber, Facebook Messenger, and Email with the goal of collecting payments, maintaining accurate records in CRM, and ensuring a professional client experience.

Each message exchange must be personalized, motivational, and results-driven — leading to payment, promise to pay (PTP), or account resolution.

2. Key ResponsibilitiesCustomer Communication

• Handle incoming and outgoing messages through Viber, Messenger, and Email in real time.
• Respond to all client messages within 5 minutes for chat channels and within 1 hour for emails.
• Use short, clear, and professional English when communicating with clients.
• Motivate customers to complete full or minimum payments or apply for prolongation when appropriate.
• Provide accurate loan details (DPD, repayment amount, payment options, due date).
• Maintain polite, persuasive, and customer-oriented tone.

Payment Motivation & Negotiation

• Persuade clients to pay by emphasizing benefits (clean credit record, re-loan eligibility, higher limits).
• Offer discounts, prolongation, or payment options based on company policy and DPD.
• Ask clarifying questions ("When will you pay?", "Through which method?") to secure commitment.
• Track and follow up on all PTP promises daily.

CRM Documentation

• After each conversation, record a complete and correct CRM comment, including:
• Contact channel used (Viber, Messenger, Email)
• Client statement or response
• Payment amount and date promised
• Correct result: PTP, Paid, Salary Delay, Refuse to Pay, Follow-up Needed
• Ensure that no chat remains without a corresponding AGIS comment.
• Never set "No Contact" if the client replied.

Email Handling

• Manage and respond to client inquiries received via support email inbox.
• Maintain structured and professional tone, avoiding long automated templates.
• Attach payment links, confirm receipts, and forward re-loan inquiries as needed.
• Classify and label emails correctly in system folders (Active / Follow-up / Closed).
• Report recurring issues or high-risk clients to the Team Leader for escalation.

Compliance & Quality

• Follow company communication standards strictly.
• Avoid unverified information or informal language.
• Respect client data confidentiality at all times.
• Ensure all responses align with Cash-Express brand tone and collection policy.
• Continuously improve efficiency through feedback and call/chat audits.

3. Key Performance Indicators (KPIs)

KPITarget / ExpectationResponse Time≤ 5 minutes (Viber/Messenger) / ≤ 1 hour (Email)AGIS Documentation Accuracy100% of chats recordedPTP Conversion60%+ of contacted clients provide payment commitmentFull Payment Ratio40%+ of total successful paymentsFollow-up Compliance100% of scheduled follow-ups completedQuality Score≥ 90% from QA audit (tone, accuracy, motivation)

4. Core Competencies

• Excellent written communication (English)
• Strong negotiation and persuasive skills
• Detail-oriented with consistent documentation habits
• Fast learner with multitasking ability
• Positive and professional attitude under pressure
• Understanding of basic financial terms (loan, DPD, PTP, prolongation)
• Experience in CRM systems (advantage)

5. Performance Expectations

• Handle multiple chats simultaneously while maintaining accuracy and speed.
• Keep conversations short but productive, leading to payment or clear outcome.
• Ensure daily monitoring of pending replies and follow-ups.
• Support re-loan communication when client becomes eligible.
• Cooperate with Team Leaders during QA reviews and performance calibration.

6. Motto

"We don't just send messages — we deliver results."

Job Types: Full-time, Permanent

Pay: Up to Php25,000.00 per month

Benefits:

• Additional leave
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Work Location: In person