Collection Specialist | AU Client | On-site

Green Mortgage Lawyers; Metro Manila; On-site; PHP 540,000 - 720,000; Full time

Benefits offered by this job

Competitive salary

Paid leave 25 days

HMO from Day 1

Attendance bonus

Meal allowance

Rice, drinks and snacks

Fun work environment

Entertainment area

Basketball/volleyball

Fun Fridays

Job summary

Green Mortgage Lawyers in Metro Manila, Philippines, is seeking a Collections & Arrears specialist to manage delinquent accounts, negotiate payment arrangements, and liaise with brokers, servicers, mortgage managers and internal teams.

The role emphasizes professional communication, accuracy, and compliance with policies; candidates should excel under pressure, maintain confidentiality, and drive timely collections while supporting a positive work environment.

Qualifications

• Effective English communication skills - written and oral.
• Mortgage, banking, financial services or collections experience preferred.
• Strong negotiation, listening and influencing skills.
• Confident and professional when dealing with customers, including difficult conversations.
• Self-motivated, able to work independently and meet daily targets and deadlines. Strong attention to detail and accurate record keeping.

Responsibilities

• Monitor assigned loan accounts and proactively follow up customers with overdue payments.
• Make outbound calls and issue appropriate communications to customers regarding arrears and overdue amounts.
• Establish the reason for non-payment and obtain relevant information regarding the customer's circumstances.
• Negotiate and record appropriate payment arrangements within approved delegation and company policy.
• Follow up agreed payment arrangements and ensure promised payments are received.
• Monitor dishonored direct debits and other failed payments and undertake appropriate follow-up action.
• Maintain accurate and up-to-date collection notes and records on the relevant systems.
• Identify accounts requiring escalation to the Head of Lending Operations.
• Assist with the preparation and monitoring of accounts progressing to formal collections, legal or enforcement action.
• Liaise with internal teams, brokers, mortgage managers, servicers, solicitors and other stakeholders as required.
• Assist with the monitoring of loans subject to financial hardship arrangements and ensure agreed conditions are followed.
• Ensure all customer communications are professional, accurate and consistent with approved procedures and templates.
• Provide professional and respectful service to customers throughout the collections process.
• Respond promptly to customer enquiries relating to arrears, payments, repayment arrangements and account status.
• Clearly explain outstanding amounts, payment requirements and available options within the Officer’s authority.
• Manage difficult or sensitive customer conversations appropriately.
• Identify customer complaints and elevate them in accordance with the company’s complaints management process.
• Maintain appropriate confidentiality and protect customer information at all times.
• Keep complete records of customer interactions, commitments, payment arrangements, complaints and relevant supporting information.
• Mitigate operational and regulatory risk by ensuring compliance with company policies, procedures, regulatory requirements and quality standards.
• Follow approved customer contact, collections, hardship, complaints, privacy and information security procedures.
• Ensure customer information and documentation are handled securely and appropriately.
• Identify and elevate potential fraud, suspicious activity, misleading information, unethical behaviour or other risk indicators to the Head of Lending Operations and/or Compliance.
• Ensure no collection action is undertaken outside approved authority or company procedures.
• Escalate accounts requiring legal, enforcement, hardship or management intervention promptly.
• Support quality assurance reviews and implement feedback provided by Management.
• Maintain accurate and timely records of collections activity and customer interactions.
• Update collection systems and CRM records following customer contact and payment activity.
• Prepare or contribute to daily, weekly and monthly collections reports as required.
• Monitor individual collections performance against agreed targets.
• Provide timely updates to the Head of Lending Operations regarding material arrears, broken arrangements, customer disputes and high-risk accounts.
• Assist with reconciliation and follow-up of outstanding payments where required.
• Identify recurring issues and opportunities to improve collections processes and customer outcomes.

Skills

Effective English

Collections experience

Negotiation skills

Communication skills

Detail-oriented

Job description

GRAB THESE PERKS WHEN YOU GET HIRED

• Competitive salary package

• 25 days of paid leave

• HMO coverage from Day 1

• Attendance bonuses and meal allowances

• Complimentary rice, drinks, and snacks

• A fun work environment with a focus on work-life balance

• Access to an entertainment and gaming area

• Monthly basketball and volleyball games

• Fun Fridays with games and more to unwind and bond with colleagues

KEY RESPONSIBILITIES

Collections & Arrears Management

• Monitor assigned loan accounts and proactively follow up customers with overdue payments.

• Make outbound calls and issue appropriate communications to customers regarding arrears and overdue amounts.

• Establish the reason for non-payment and obtain relevant information regarding the customer's circumstances.

• Negotiate and record appropriate payment arrangements within approved delegation and company policy.

• Follow up agreed payment arrangements and ensure promised payments are received.

• Monitor dishonored direct debits and other failed payments and undertake appropriate follow-up action.

• Maintain accurate and up-to-date collection notes and records on the relevant systems.

• Identify accounts requiring escalation to the Head of Lending Operations.

• Assist with the preparation and monitoring of accounts progressing to formal collections, legal or enforcement action.

• Liaise with internal teams, brokers, mortgage managers, servicers, solicitors and other stakeholders as required.

• Assist with the monitoring of loans subject to financial hardship arrangements and ensure agreed conditions are followed.

• Ensure all customer communications are professional, accurate and consistent with approved procedures and templates.

Customer Service & Communication

• Provide professional and respectful service to customers throughout the collections process.

• Respond promptly to customer enquiries relating to arrears, payments, repayment arrangements and account status.

• Clearly explain outstanding amounts, payment requirements and available options within the Officer’s authority.

• Manage difficult or sensitive customer conversations appropriately.

• Identify customer complaints and elevate them in accordance with the company’s complaints management process.

• Maintain appropriate confidentiality and protect customer information at all times.

• Keep complete records of customer interactions, commitments, payment arrangements, complaints and relevant supporting information.

Operational Risk & Compliance

• Mitigate operational and regulatory risk by ensuring compliance with company policies, procedures, regulatory requirements and quality standards.

• Follow approved customer contact, collections, hardship, complaints, privacy and information security procedures.

• Ensure customer information and documentation are handled securely and appropriately.

• Identify and elevate potential fraud, suspicious activity, misleading information, unethical behaviour or other risk indicators to the Head of Lending Operations and/or Compliance.

• Ensure no collection action is undertaken outside approved authority or company procedures.

• Escalate accounts requiring legal, enforcement, hardship or management intervention promptly.

• Support quality assurance reviews and implement feedback provided by Management.

Reporting & Administration

• Maintain accurate and timely records of collections activity and customer interactions.

• Update collection systems and CRM records following customer contact and payment activity.

• Prepare or contribute to daily, weekly and monthly collections reports as required.

• Monitor individual collections performance against agreed targets.

• Provide timely updates to the Head of Lending Operations regarding material arrears, broken arrangements, customer disputes and high-risk accounts.

• Assist with reconciliation and follow-up of outstanding payments where required.

• Identify recurring issues and opportunities to improve collections processes and customer outcomes.

KNOWLEDGE, SKILLS AND REQUIREMENTS

• Effective English communication skills - written and oral.

• Mortgage, banking, financial services or collections experience preferred.

• Strong negotiation, listening and influencing skills.

• Confident and professional when dealing with customers, including difficult conversations.

• Self-motivated, able to work independently and meet daily targets and deadlines.Strong attention to detail and accurate record keeping.

• Ability to work under pressure, adapt to change and learn quickly.

• Strong customer service and problem-solving skills.

• High level of confidentiality, professionalism and accountability.

• A positive "Can Do" attitude.