Collections Analyst

Comrise; Taguig; On-site; PHP 300,000 - 480,000; Full time

Job summary

Comrise seeks an experienced Collections Specialist in Metro Manila to contact clients by phone and email to resolve outstanding debt, using defined processes and case history to determine next steps for each client. You will record communications in Oracle Advanced Collections and negotiate payments to protect relationships and recover funds.

Role requires strong English written and spoken skills, customer service excellence across channels, and the ability to adapt to changing deadlines and

Qualifications

• 3+ years in B2B collections or credit control.
• Experience communicating with English-speaking clients.
• Fluent written and spoken English.
• Strong customer service skills across multiple channels.
• Excellent MS Excel skills.
• Ability to work under pressure and meet deadlines.
• Willing to work mid-shift and/or night shift.

Responsibilities

• Use a combination of communication tools, primarily telephone and e-mail, to contact clients to discuss outstanding debt issues.
• Utilise processes, case history and judgement to decide next actions for each client.
• Record accurate client communications in Oracle Advanced Collections.
• Investigate and resolve occurrences of unallocated cash.
• Negotiate payments and solutions when addressing client concerns and complaints.
• Manage stakeholder relationships to safeguard goodwill with clients.
• Achieve targets based on qualitative and quantitative measures.
• Re-prioritise workload to focus on targets amid changing priorities.
• Escalate issues affecting recovery of monies in a timely manner.
• Ensure tasks meet SLA objectives and contribute to process improvements.
• Understand and apply Billing processes, policies and internal controls.

Skills

Collections

Credit Control

Client Communication

MS Excel

English Proficiency

Tools

Oracle Advanced Collections

Job description

• 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.
• 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.