Overview:
This role is primarily responsible for managing, analyzing, and optimizing the process of recovering overdue payments or debts from customers or businesses. The role involves data-driven analysis, customer communication, and implementation of effective collection strategies.
Essential Functions:
- Analyze customer payment trends and behaviors to forecast risks and opportunities.
- Identify patterns and root causes of delayed payments.
- Design and implement strategies to improve collections efficiency and reduce aging.
- Keep track of collections and provide management with regular updates on the progress of outstanding matters.
- Prepare detailed analytical reports for management to assess the effectiveness of collection strategies.
- Communicate with customers to negotiate repayment plans and resolve disputes professionally.
- Maintain positive customer relationships while ensuring timely collections.
- Reviewing aging reports and prioritizing accounts based on overdue status
- Segmenting accounts for follow-up actions
- Sending reminders (emails, calls, notices) based on defined timelines
- Following escalation matrices for non-responsive accounts
- Conducting effective collection calls
- Negotiating and securing commitment (Promise to Pay - PTP)
- Monitoring due dates and ensuring committed payments are received
- Following up on broken PTPs (Promises to Pay)
- Identifying billing or service-related disputes
- Coordinating with internal teams to resolve issues quickly
- Ensuring correct application of payment
- Resolving unapplied or misapplied payments
- Identifying high-risk or sensitive accounts
- Escalating cases to supervisors or legal when required
- Following call scripts, regulatory guidelines, and company policies
- Ensuring proper documentation of all interactions
- Locating customers with outdated or incorrect contact details
- Updating collection systems with notes and statuses
- Generating daily/weekly reports on collections performance
- Establish and maintain strong customer relationships
Qualifications:
- Completed at least 2nd-year college level.
- 1-2 years related experience in B2B collections.
- Open to work in Alabang, Muntilupa
- Open to work in Graveyard Shift
