Customer Service Representative (Collections)

Discover your 100% YOU with MicroSourcing!

Position: Customer Service (Collections)

Work setup: Night shift | Hybrid

Location: Eastwood, Quezon City

Why join MicroSourcing

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Position Summary

We are seeking experienced Collections & Customer Service Representatives to join our team. The ideal candidate will be responsible for managing past-due accounts, negotiating payment arrangements, conducting skip tracing activities, and delivering exceptional customer service while maintaining compliance with all applicable financial regulations.

This role requires strong communication, negotiation, and conflict-resolution skills, along with the ability to work effectively in a fast-paced collections environment.

Key Responsibilities

• Contact customers regarding past-due accounts through outbound and inbound calls.
• Negotiate and secure payment arrangements to resolve outstanding balances.
• Perform skip tracing to locate customers and update account information.
• Manage assigned work queues and follow-up activities.
• Maintain accurate documentation of customer interactions and payment commitments.
• Resolve customer concerns professionally while preserving positive customer relationships.
• Ensure compliance with FDCPA and other applicable financial regulations.
• Meet productivity and performance targets related to collections and customer service.

Required Qualifications

• Previous collections experience is required.
• Call center or customer service experience preferred.
• Strong negotiation and persuasion skills.
• Excellent verbal and written communication skills.
• Proven conflict-resolution abilities.
• Knowledge of collections best practices and compliance requirements, including FDCPA.
• Ability to manage multiple tasks and work efficiently in a performance-driven environment.

Preferred Qualifications

• Spanish-speaking candidates are highly preferred.
• Experience with skip tracing and debt recovery processes.
• Familiarity with collection software and CRM systems.

Core Competencies

• Professional phone etiquette
• Team collaboration
• Customer-focused mindset
• Attention to detail
• Problem-solving skills
• Time management
• Accountability and reliability

Key Performance Indicators (KPIs)

Performance will be measured through:

• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Phone adherence and time management
• Right Party Contact Rate (RPC)
• Promise-to-Pay (PTP) conversion rate
• Collection recovery results
• Compliance and quality assurance scores

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

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