Role Overview
As our Collections Admin Support, you will be the primary liaison between our customers and our financial goals. You are not just collecting payments—you are a problem solver. Using your expertise in non-voice communication (Chat & Email), you will guide customers through their financial challenges by offering tailored payment solutions that help them stay on track while ensuring our business remains healthy.
Key Responsibilities
- Manage high volume of customer interactions via chat and email, ensuring each response is empathetic yet professional.
- Proactively offer and negotiate flexible payment options to help customers resolve their outstanding balances.
- Use your persuasion skills to educate customers on the importance of timely payments and convince them to commit to a sustainable payment plan.
- Maintain accurate records of all digital conversations and payment agreements to ensure a seamless experience for the customer and the team.
- Work closely with the Collections Lead to identify common customer pain points and suggest ways to improve our messaging templates.
Qualifications & Competencies
Essentials (Must-haves):
- At least 1–2 years of experience in a Customer Support or Collections role, with a proven track record of handling difficult conversations.
- Exceptional written English skills; you can explain complex payment terms in simple, easy-to-understand chat or email messages.
- You have a natural talent for persuasion. You can quickly understand a customer's situation and offer the right payment plan to reach a fair agreement.
- Comfortable navigating tools and multiple chat windows simultaneously without losing focus on quality.
Advantageous (Nice-to-haves):
- Experience in the FinTech or Banking industry.
- Familiarity with local debt collection regulations and fair-collection practices.
- Previous experience in a Non-Voice role specifically focused on financial recovery.
Working Conditions / Setup
- Location: Hybrid setup (Taguig City office, 3 days/week).
- Hours: Fixed shift (Monday – Friday) with occasional weekend coverage depending on month-end volume.
Performance Metrics / KPIs
- Recovery Rate: You'll play a key role in increasing our successful payment conversions.
- Resolution Time: You'll help improve our turnaround time for resolving customer concerns regarding their billing.
- Customer Sentiment: Maintaining high satisfaction scores even during tough negotiations.
