Collections Associate

Overview

The Collections Associate is responsible for managing delinquent accounts, negotiating repayment solutions, and ensuring compliance with policies and regulatory standards. This role supports the collections function of the organization by minimizing bad debts and improving recovery rates.

Functions and Responsibilities

• Monitor and manage overdue accounts.
• Initiate contact with customers via calls, emails, and SMS to recover outstanding balances.
• Negotiate and document payment arrangements aligned with company policies.
• Resolve billing disputes and coordinate with customer service and technical teams.
• Escalate unresolved accounts to legal or third-party collection agencies when necessary.
• Maintain accurate and up-to-date records of collection activities.
• Prepare and submit regular reports on collection performance and delinquency trends.
• Coordinate with outsourced collection agents to ensure alignment on recovery strategies, account updates, and performance tracking.

Employment Standards

Work Hours: Collection Specialists typically work standard office hours, but occasional overtime may be required, especially during the month-end or when addressing critical issues.

Work Environment: They usually work in office settings, collaborating with various departments and teams within the organization. However, remote work opportunities may be available, subject to management decision or direction.

Ethical Standards: Adherence to high ethical standards and integrity is essential to maintaining trust and credibility in the collections function. Collection Specialists are expected to practice ethical collection methods and maintain respectful, professional communication with customers at all times. Strict compliance with the Data Privacy Act of 2012 and internal confidentiality protocols is mandatory to safeguard customer information.

Job Skills & Qualifications

• Bachelor's degree in Finance, Business Administration, Accounting, or related field.
• At least 2 years of experience in collections or accounts receivable, preferably in telecom, utilities or financing companies.
• Strong negotiation, communication, and conflict resolution skills. Fluent in English and Filipino.
• Strong analytical and problem-solving skills to identify root causes of issues and recommend effective solutions.
• Ability to work under pressure and meet KPIs.