Billing and Collection Specialist

Outsource Accelerator; Pasig; Sur place; PHP 391 000 - 614 000; Plein temps

Résumé du poste

Outsource Accelerator is seeking an AR collections specialist in Metro Manila. You will manage a portfolio of EC2 and Capintec invoices under $15,000, using scripts and templates to collect or remind, and route issues to the appropriate onshore owners when needed.

You will maintain the collections tracker daily, align with aging trends, and participate in weekly AR reviews. Strong English, attention to detail, and comfort with scripts are essential.

Qualifications

• Prior experience in collections, accounts receivable, or customer-facing outreach.
• Strong written and spoken English; comfortable on outbound collection calls.
• Detail-oriented with data entry / CRM or tracker discipline.
• Sound judgment on when to resolve or escalate issues.
• Professional and composed with difficult customers.

Responsabilités

• Own an assigned portfolio of invoices under $15,000 with no shared ownership.
• Review aging daily; prioritize missed promises and the past-due queue.
• Validate open balance, terms, contact info, and prior history before outreach.
• Send reminders and calls using templates; tailor to stage and account.
• Use approved contact channels to set payment dates or blockers; assign owners.
• Route issues to the appropriate internal owner the same day; follow through.
• Update all Collections Tracker fields daily and maintain accuracy.
• Attend weekly AR review with current status and updates.

Connaissances

Collections experience

Accounts receivable

Customer-facing outreach

English proficiency

CRM discipline

Outils

ERP / accounting system (D365, QuickBooks)

Description du poste

Role Summary

This role owns low-complexity EC2 and Capintec accounts receivable balances under $15,000, with a focus on one-off or infrequent customers. The representative performs approved reminder and collection outreach using standard company scripts, keeps the collections tracker current and accurate, and refers portal-specific or exception issues to the appropriate onshore owner. This is a structured, script-driven collections role — not a relationship-management or commercial negotiation role.

Key Responsibilities

• Own an assigned portfolio of EC2 and Capintec invoices under $15,000, with no shared ownership of any account.
• Review assigned aging daily; prioritize missed promises first, then the remaining past‑due queue.
• Validate open balance, payment terms, contact information, and prior collection history before any outreach.
• Send reminders and make collection calls using the approved email/call templates, selecting the template that matches the account's stage (pre‑due, first past due, second attempt, missed promise, etc.) and personalizing it.
• Use the customer's required contact channel (phone, email, portal, or ticket) and secure a specific payment date and amount, or a specific blocker and the person responsible for resolving it.
• Identify and route billing, documentation, shipment, or service issues to a named internal owner the same day; continue following through until resolved.
• Refer portal exceptions or other issues outside this role's scope to Mary/Eric (Capintec) or Jackie (EC2).
• Update all required Collections Tracker fields daily (Collection Status, Past Due Reason Category, Last Contact Date, Payment Promise Date/Amount, Next Action Owner, Current Week Action/Update) and keep them accurate and current.
• Attend the weekly AR review with current comments or a prepared status update.

What Success Looks Like

• Portfolio coverage: assigned accounts and dollars contacted within the required cadence.
• Promise performance: payment promises obtained, and kept vs. missed/rescheduled.
• Aging movement: balances trending down and out of 60+/90+ aging.
• Tracker quality: required fields complete, accurate status/reason coding, named next‑action owners.
• Follow‑through velocity: timely follow‑up on contact attempts, promises, and internal referrals.

Required Qualifications

• Prior experience in collections, accounts receivable, or customer‑facing outreach.
• Strong written and spoken English; comfortable on outbound collection calls.
• Comfortable working from approved scripts/templates while still personalizing communication appropriately.
• Detail‑oriented with strong data entry / CRM or tracker discipline.
• Sound judgment about when to resolve an issue directly versus escalating to a named owner.
• Professional and composed when handling unresponsive, evasive, or difficult customer contacts.

Preferred

• Familiarity with an ERP or accounting system (e.g., D365, QuickBooks) and customer web portals/ticketing tools.
• Prior experience working within a defined escalation process and SLA‑driven cadence.

Scope Boundaries

This role does not own: complex accounts, balances of $15,000 or more, parent/multi‑pharmacy accounts, or any pricing, terms, scope, or commercial dispute — those remain with onshore Collections, Sales, or Commercial Operations.