Collections Officer

2 weeks ago

Pasig, National Capital Region, Philippines OutForce Full time ₱250,000 - ₱500,000 per year


Position Overview

The Collections Officer is responsible for proactively engaging with clients, both inbound and outbound to recover overdue payments and debts, improving company profitability. This involves providing a high level of compassionate customer service, problem solving and negotiation skills, as well as attention to detail in record keeping.

Roles & Duties

  • Make outbound calls, send SMS, and emails to customers with overdue accounts in line with collections procedures
  • Handle inbound payment inquiries, provide statements, update payment details, and respond to general account questions
  • Adhere to collections processes specific to each stage of arrears.
  • Accurately record all contact attempts and outcomes in the lending system.
  • Monitor assigned accounts daily and ensure timely follow-up on recovery actions.
  • Maintain excellent, service while negotiating fair and firm repayment arrangements.
  • Identify hardship cases and escalate to senior staff as necessary.
  • Action direct debit reversals and update customer contact and payment preferences.
  • Support the Collections Team with administrative duties including account notes, documentation, and system updates
  • Escalate system issues, customer complaints, or complex matters to the Senior Collections Officer or Team Leader
  • Follow company policies and regulatory guidelines, including privacy, contact limits and responsible lending obligations

Key Performance Indicators (KPIs)

  • Communication Quality: Deliver clear, professional communication to ensure customer satisfaction and clarity.
  • Accuracy & Adherence: Maintain high accuracy in documenting interactions and following processes with minimal errors.
  • Customer Empathy & Resolution: Address customer concerns with empathy and fairness, ensuring timely and effective issue resolution.
  • Collections Metrics: Achieve or exceed recovery targets, including payment arrangements, collection rates, and overdue balance reduction.
  • Compliance: Ensure full adherence to company policies and procedures.
  • Team Contribution: Collaborate proactively to achieve team goals and contribute to overall success.

Behaviours

  • Professionalism
  • Reliability
  • Effective communication
  • Proactivity
  • Accountability
  • Respect
  • Self-improvement

Software Packages

  • Office 365
  • 3CX Phone System
  • Salesforce
  • HubSpot

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