Collections Analyst

COMRISE Japan; Taguig; On-site; PHP 400,000 - 560,000; Full time

Job summary

COMRISE Japan is seeking a Collections Specialist in the Philippines (Metro Manila, Taguig) to manage B2B debt recoveries using phone and email. You will document client interactions in Oracle Advanced Collections, investigate unallocated cash, and negotiate resolutions while maintaining strong customer relations.

You will collaborate with Management and Collections Analysts, meet SLA targets, and adapt to evolving workloads, including mid or night shifts as needed.

Qualifications

• At least 3 years in a B2B Collections / Credit Control role.
• Experience communicating with English-speaking clients.
• Strong written and spoken English.
• Professional communication via multiple channels (phone, email).
• Ability to work under pressure and meet changing deadlines.
• Adaptable and quick to learn new processes.
• Ability to interpret and analyze financial data to identify root causes and actions.
• Ability to handle and resolve exceptions and disputes.
• Strong MS Excel knowledge.
• Willing to work mid-shift and/or night shift.

Responsibilities

• Contact clients via telephone and email to discuss outstanding debt issues.
• Record accurate client communications in Oracle Advanced Collections.
• Investigate and resolve occurrences of unallocated cash.
• Negotiate payments and solutions addressing client concerns and disputes.
• Safeguard long-standing goodwill with internal/external clients.
• Escalate issues affecting recovery of monies in a timely manner.
• Ensure tasks align with Service Level Agreement objectives.
• Contribute to continuous improvement of processes within area of influence.
• Interface with Management and Collections Analysts to review performance.

Skills

Client communication

English fluency

Negotiation

Customer service

Work under pressure

Adaptability

Analytical thinking

Professional communication

Team collaboration

Tools

MS Excel

Job description

Performance Objectives:

• Use a combination of communication tools, primarily telephone and e-mail, to contact clients to discuss outstanding debt issues.
• Utilising a combination of defined processes, case history and judgement, make decisions on next course of action, on a client-by-client basis.
• Record accurate records of client communications within Oracle Advanced Collections system.
• Investigate and resolve occurrences of unallocated cash.
• Effectively negotiates payment and solutions when addressing client concerns, issues, and complaints.
• Stakeholder Management – Safeguard the long-standing goodwill relationship with internal/external clients.

Excellence

• Achieve a variety of targets, based upon qualitative and quantitative measures.
• Continually re-prioritise an ever-changing workload, ensuring activity is focused towards achieving a variety of targets.
• Escalate any issues affecting the recovery of monies in a timely manner, either internally through Global Finance Services Management or with the business, as required.
• Ensure tasks are performed in accordance with Service Level Agreement objectives.
• Contribute ideas and actions towards the continuous improvement of processes within area of influence.
• Understand and apply companie's Billing processes, policies, procedures, and internal control standards.

People

• Liaise with the Management team and Collections Analysts regularly regarding all aspects of collection activity performance.
• Interface with other Global Finance Services associates to ensure compliance with cross-team responsibilities.
• Work effectively within the team dynamic.

The Requirements

• At least 3 years of experience working in a business-to-business Collections / Credit Control environment
• Experience of working in an environment communicating with English speaking clients
• Strong fluency in written and spoken English
• Ability to articulate and communicate professionally is essential
• Strong customer service skills / ability to communicate professionally through a variety of channels (e.g., telephone, e-mail)
• Ability to work well under pressure and meet ever changing deadlines and stretching targets
• Adaptable, able to learn new processes, concepts, and skills
• Ability to interpret and analyze financial data and use their analysis to identify the root cause and/or devise the appropriate action plan.
• Ability to professionally handle and resolve, exceptions, and disputes.
• Strong knowledge of MS Excel
• Willing to work on Mid-Shift and/or night shift.