Collections and Customer Service Agent

6 days ago

Ortigas Metro Manila, Philippines Cashalo Full time ₱900,000 - ₱1,200,000 per year

The Portfolio Management Officer - Operations is a cross-trained role equipped to perform functions across collections, customer service, and KYC. The position involves managing borrower portfolios, conducting tele-campaigns for loan acquisition and recovery, assisting customers through various communication channels, and validating borrower information in compliance with company and regulatory standards.

Portfolio Management

  • Manage either dedicated or shared (as may be assigned) portfolios of active borrower loans and ensure that the accounts have updated records with no outstanding balances.
  • Conduct tele-campaigns for loans applications and/or booked loans to meet acquisitions, conversions, and recovery targets/strategies.  Tele-campaigns may include repayment recovery strategies, courtesy reminders, Customer Experience (CX) and Voice of the Customer (VOC) special campaigns, and conversion campaigns for active/dormant borrowers and drop-off potential customers.
  • Support any inbound-related inquiries of borrowers either through voice or chat/email interactions.
  • Assist in the review of received loan applications and provide insights on improving the quality of the portfolio of loan applications processed.
  • Prioritize accounts based on urgency and recovery potential, ensuring efficient use of resources.
  • Contact eligible borrowers to maximize customer value by presenting opportunities to cross-sell, upsell, or renew loan products based on company campaigns and priorities
  • Follow through on potential customers to complete the registration and loan application process based on customer funnel drop-off

Communication and Outreach

  • Initiate contact with debtors via phone, email, and written correspondence to discuss potential options/alternatives for the resolution of outstanding balances.
  • Conduct thorough validations and gather relevant information to help improve the Company's debt recovery program.

Negotiation and Resolution

  • Negotiate payment arrangements and settlements with debtors, adhering to company policies and regulatory requirements.
  • Provide guidance and assistance to debtors experiencing financial hardship, exploring alternative solutions to reach a satisfactory resolution with debtors.

Documentation and Reporting

  • Maintain accurate and detailed records of all communication and correspondence with debtors, documenting payment arrangements and agreements.
  • Prepare regular reports on account status, recovery efforts, and key performance metrics for management review.

Compliance and Ethics

  • Ensure compliance with all relevant laws, regulations, and industry best practices governing debt collection activities.
  • Conduct all interactions with debtors professionally, ethically, and respectfully, demonstrating empathy and understanding.

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