Spanish Speaker - Collections (Hybrid) - Mckinley, Taguig

***MUST BE FLUENT IN ENGLISH & SPANISH LANGUAGE

***Night Shift Schedule (Mon - Fri)

***Hybrid Setup (3x per week onsite - Mckinley Hill, Taguig)

Purpose:

Responsible for the collection and account resolution with customers of delinquent accounts to provide resolution, customer service, and assistance in resolving customer complaints and problem accounts. Resolves customer complaints and research account discrepancies to drive receivables resolution.

Scope:

The position is a blend of frontline and back-office role with daily operational accountability of an Accounts Receivables portfolio of small, medium and large accounts. Has responsibility assisting and helping the customer to resolve disputes preventing account reconciliation.

Individual contributor who works both independently and as part of the collections team. Interfaces frequently with sales personnel, billing administrators, account managers, and cash application team. May work on one or more activities involving a specific account or team activities.

Main Responsibilities:

• Reviews aging reports and initiates calls to customers with past-due balances to arrange for payment.

• Maintains call logs and expected payment dates.

• Resolves billing issues that have resulted in delinquent payment.

• Provides follow-up with customers when expected payment has not been received.

• Establishes and maintains excellent working rapport with internal and external customers.

• Works in partnership with other departments to establish and maintain criteria needed by customer to enable payment.

• Prepares credit, adjustment or customer refund documentation for account resolution

• Maintain an effective follow-up process to ensure the completion of commitments to customers.

• Handle management elevations, following through to resolution

Candidate Background: Skills, Knowledge

REQUIRED: Fluent in English and Spanish, both written and verbal

PREFERRED: Two (2) years work experience in a collection's role or collections related role

REQUIRED: Flexibility of work hours within 7:00am-7:00pm CST, Monday-Friday

REQUIRED: Proficiency with Microsoft Office to include Word, Outlook, Excel, and OneNote

REQUIRED: Conflict resolution, problem solving and negotiation skills

PREFERRED: Understanding of contract documents and terms of obligations

PREFERRED: General accounting principles of accounts receivable processes

REQUIRED: Ability to handle multiple priorities/tasks in a fast-paced work environment

CLIENT FOCUS

- Uses basic information about the client to anticipate needs and increase satisfaction

- Puts the customer first and works with others to ensure the delivery of the SLA's relevant to their area

- Communicates clearly and confidently with the customer, providing regular updates

- Listens carefully to the customer and checks to ensure they have understood their requirements

- Identifies correct solutions for the customer and suggest alternative solutions in the face of unreasonable demands

- Makes the customer feel important by focusing on what they are saying and using the customer's language

- Handles complaints without being defensive and tries to understand the real, underlying problem

- Goes the extra mile to deliver to the customer, putting in extra effort and resources when necessary

COMMUNICATING & INFLUENCING

- Uses effective communication and handles meetings effectively

- Is clear and concise, verbal or written

- Accurately summarizes information

- Keeps others informed in a timely manner

- Uses a logical order and structure

- Selects the best communication approach (email, phone, meeting)

- Practices attentive and active listening when others are talking

- Asks questions to understand information and opinions

TEAM & COLLABORATION

- Works effectively and efficiently with the extended team in harmonious situations

- Recognizes the effort and contribution of others

- Collaborates with other teams / functions to ensure customer needs are met

- Demonstrates respect, empathy and sensitivity to the needs of others

- Shares own knowledge, experience and skills with team members to help them

- Shares responsibility with others, taking on additional tasks when necessary

- Constructively resolves conflict as it arises, seeking win-win solutions

- Recognizes and appreciates cultural differences

- Displays a positive attitude