Client Care and Recovery Lead

Filinvest Development Corporation; Muntinlupa; Sur place; PHP 600 000 - 900 000; Plein temps

Résumé du poste

Filinvest Development Corporation is seeking a Client Care and Recovery Lead to oversee daily customer workflows across call and in-person visits, ensuring timely and accurate resolutions for service requests.

You will lead associates, oversee multi-channel inquiries, implement payment arrangements to reduce cancellations, and generate management reports for immediate heads, while identifying policy improvements to optimize workflows and customer outcomes.

Qualifications

• Bachelor’s degree in business-related field is required.
• Experience leading associates to meet goals.
• Ability to train associates side-by-side.
• Experience preparing management reports for Immediate Heads.
• Ability to recommend policy exceptions and process improvements.
• Willingness to perform other duties and special projects.

Responsabilités

• Manages daily associate workflows, overseeing escalation and resolution of inquiries.
• Manages multi-channel inquiries and provides realistic solutions for external buyers and internal teams.
• Performs customer save strategies by offering payment arrangements to overturn cancellations.
• Oversees collections and bank financing accounts; conducts calls to buyers to secure payments.
• Analyzes and ensures timely submission of daily and monthly reports, covering email volume, call metrics, retention/save efforts, complaint monitoring, and associate productivity.
• Supports operational needs by performing other duties and special projects as assigned by the immediate head.

Connaissances

Leadership

Team training

Reporting

Process improvement

Stakeholder communication

Formation

Bachelor's degree in business

Description du poste

Client Care and Recovery Lead

Job Summary

The Client and Account Recovery Lead oversees the daily customer workflows, including call volume and in-person visits while ensuring timely, accurate resolutions for all service requests.

Qualifications

• Ability to lead associates to meet departmental goals.
• Ability to conduct side‑by‑side training of associates.
• Ability to prepare management reports for use by Immediate Heads.
• Ability to recommend solutions for exceptions beyond existing policies and suggest process improvements.
• Ability to support operational needs by performing other duties and special projects as assigned by the immediate head.

Duties and Responsibilities

• Manages daily associate workflows, overseeing escalation and resolution of inquiries while tracking productivity and quality metrics.
• Manages multi‑channel inquiries, leveraging strong negotiation skills to provide realistic solutions and feedback for both external buyers and internal teams.
• Performs customer save strategies by offering payment arrangements to successfully overturn cancellation requests.
• Oversees collections and bank financing accounts for call‑outs, conducts calls to buyers to secure payments, and documents delinquency reasons to support internal reporting and data analysis.
• Analyzes and ensures the timely submission of daily and monthly reports, covering email volume, call metrics, retention/save efforts, complaint monitoring, and associate productivity.
• Supports operational needs by performing other duties and special projects as assigned by the immediate head.

Technical Competencies and Skills

• Critical thinking and analytical skills, used for identification of root cause and problem owners.
• Keen eye for detail and establishing relationships among variables.
• High leadership skills allowing effective management of people and liaison with department heads for complaint requirements.
• High communication and people skills to impart information accurately both internally and externally.
• Ability to continually learn the latest platforms and operations processes.

Education, Training and Licenses Required

• Bachelor’s degree in any business‑related course, such as Management or Marketing.