Viber / Messenger / Email Support & Collections Specialist

24 hours ago

Fort Bonifacio, National Capital Region, Philippines Cash-Express Philippines Financing Inc. Full time ₱80,000 - ₱120,000 per year
Viber / Messenger / Email Support & Collections Officer
Department: Operations – Collections
Reports to: Team Leader / Collections Manager
Location: Manila / On-site
Work Schedule: Full-time

1. 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 AGIS, 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 Responsibilities
Customer 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.

AGIS Documentation

  • After each conversation, record a complete and correct AGIS 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 AGIS, Twin, or 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."

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