Customer Collection Specialist

1 week ago

Ortigas Post Office P, Philippines Stefanini Full time ₱420,000 - ₱630,000 per year

Customer Collection Specialist – Student Account

About the Role

We are seeking a highly empathetic and detail-oriented Collection Specialist – Student Account to join our Finance team. This role is essential in helping students manage their payment plans, stay on track financially, and complete their courses successfully. You'll combine customer service, problem-solving, and light collections work to ensure students feel supported throughout their academic journey.

Key Responsibilities

Student Engagement & Payment Plan Management

  • Proactively interact with students to keep them engaged and accountable for their payment plans.
  • Remind students of missed payments and follow up on outstanding balances.
  • Rework and adjust payment plans based on individual needs (e.g., aligning with pay cycles or accommodating financial limitations).
  • Extend payment schedules beyond Class 10 if necessary to make payments more achievable.
  • Address situations where high payment amounts may cause financial strain, offering solutions and support.

Customer Service & Advocacy

  • Act as a primary advocate for students, listening to concerns and providing empathetic support.
  • Help students overcome barriers by offering practical solutions and accommodations.
  • Maintain a supportive demeanor, recognizing diverse backgrounds and unforeseen circumstances.
  • Handle inquiries related to payment plans and course access.

Problem-Solving & Data Management

  • Perform calculations for payment adjustments and refunds.
  • Accurately input and update student payment information in the system.
  • Use Google Sheets for refund calculations based on state-specific requirements.
  • Conduct professional follow-ups for a small percentage of post-graduation collections, primarily via email and text, for unresponsive accounts that may be turned over for bad debt collection.

Qualifications

Experience

  • 2–3 years in customer service or problem-solving roles, preferably in financial services or student support.
  • Familiarity with repayment plans or similar financial arrangements is a plus.

Skills

  • Strong empathy and interpersonal skills.
  • Ability to problem-solve and customize solutions.
  • Detail-oriented with comfort in basic calculations.
  • Excellent written and verbal communication skills for sensitive financial discussions.
  • Quick learner with adaptability to new systems and SOPs.

Technical Proficiency

  • Proficient in Google Sheets/Excel for data entry and calculations.
  • Experience with CRM systems (Salesforce preferred but trainable).

Job Type: Full-time

Pay: Php50,000.00 per month

Work Location: In person

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