Client Care & Recovery Leader

Filinvest Development Corporation; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Team training

Reporting

Process improvement

Stakeholder communication

Education

Bachelor's degree in business

Job description

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.