Collections Expert

2 weeks ago

Taguig, National Capital Region, Philippines Globe Telecom Full time ₱1 - ₱2 per year

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description
The main KPI for a Collections Expert is to maximize cash recovery and minimize bad debt from a delinquent portfolio. This is achieved through direct negotiation and dispute resolution, as well as by ensuring the performance and strict compliance of any assigned vendor employees.

  • Core Responsibilities Portfolio Management: Manage a dedicated portfolio of delinquent accounts (B2B or B2C) to minimize bad debt and maximize cash recovery.

Customer Contact: Proactively contact customers with overdue balances via phone, email, and standardized letters (dunning notices).

Negotiation & Resolution: Negotiate payment schedules, settlements, and "promise-to-pay" agreements tailored to the customer's financial situation.

Dispute Resolution: Investigate and resolve billing discrepancies, disputes, and payment inquiries by coordinating with internal departments (like Sales, Billing, or Customer Service).

Accurate Record-Keeping: Maintain detailed, accurate, and timely records of all collection activities, communications, and payment promises in the CRM or collections system.

Skip Tracing: Utilize internal and external resources to locate updated contact information for non-responsive customers.

Strategic & Expert-Level Duties

Compliance & Governance: Ensure all collection activities strictly adhere to local laws

Data Analysis & Reporting: Analyze accounts receivable aging reports to identify trends, high-risk accounts, and portfolio health. Prepare regular reports for management on recovery rates and performance.

Process Improvement: Identify root causes of non-payment and recommend improvements to credit policies, billing procedures, and the overall order-to-cash cycle.

Mentorship: Train and mentor junior collections specialists on best practices, negotiation tactics, and compliance standards.

Legal Escalation: Prepare and review documentation for accounts that require escalation to third-party collection agencies or legal action.

Qualifications & Skills
Experience: Proven experience (typically 3-5+ years) in a collections, accounts receivable, or debt recovery role.

Legal Knowledge: Deep understanding of the FDCPA, TCPA, and other relevant collections laws and regulations.

Technical Skills: Proficiency in collections software (e.g., Salesforce, Google Suite,etc.) and MS Excel for reporting and analysis.

Soft Skills
Strong Negotiation: Ability to influence and persuade while remaining professional.

Resilience & Persistence: Capable of handling rejection and difficult conversations.

Empathy: Ability to understand the customer's perspective while still achieving the collection goal.

Problem-Solving: Strong analytical skills to investigate complex account issues.

Communication: Clear, confident, and professional verbal and written communication.

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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