About the role: We're looking for a Collections Admin Support to join our team. This role goes beyond collecting payments. You'll work closely with customers through chat and email, helping them overcome financial challenges by offering suitable payment arrangements while supporting the company's financial goals.
Work Location: Taguig City
Work Setup: Hybrid Setup (3x a week RTO)
Work Shift: Day Shift
Contract Duration: 12 months
Responsibilities:
- Manage a high volume of customer inquiries via chat and email, delivering professional, empathetic, and timely responses.
- Negotiate and recommend flexible payment arrangements that help customers settle their outstanding balances.
- Educate customers on the importance of timely payments and encourage commitment to sustainable payment plans.
- Maintain accurate documentation of customer interactions, payment agreements, and follow-up actions.
- Collaborate with the Collections Lead to identify common customer concerns and recommend improvements to messaging templates and processes.
Qualifications:
- 1–2 years of experience in Customer Support, Collections, or a similar customer-facing role.
- Proven ability to handle difficult customer conversations with professionalism and empathy.
- Excellent written English communication skills with the ability to explain payment terms clearly and simply.
- Strong negotiation and persuasion skills to help customers reach mutually beneficial payment arrangements.
- Comfortable working across multiple tools, systems, and chat windows while maintaining accuracy and quality.
Nice to Have:
- Experience in the FinTech or Banking industry.
- Knowledge of debt collection regulations and fair collection practices.
- Previous experience in a non-voice collections or financial recovery role.
