Collections Analyst – Client Debt Recovery (Mid/Night Shift)

Hammerjack Pty Ltd; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a debt collection specialist in the Philippines to contact clients by phone and e-mail regarding outstanding debts. You will use defined processes and case history to determine the next steps for each client, and record communications in Oracle Advanced Collections.

You will negotiate payments, resolve disputes, and safeguard relationships with internal and external clients while meeting targets and adapting to changing workloads.

Qualifications

• Experience working in a business-to-business Collections / Credit Control environment.
• Experience communicating with English speaking clients.
• Strong fluency in written and spoken English.
• Ability to articulate and communicate professionally.
• Strong customer service skills across telephone and e-mail.
• Ability to work under pressure and meet changing deadlines.
• Adaptable, able to learn new processes, concepts, and skills.
• Ability to interpret and analyze financial data to identify root causes.
• Ability to handle and resolve exceptions and disputes.
• Strong knowledge of MS Excel.
• Willing to work on 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.
• 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 WTW's Billing processes, policies, procedures, and internal control standards.
• 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.

Skills

English communication

Customer service

MS Excel

Financial data analysis

Professional communication

Pressure management

Tools

Oracle Advanced Collections

Job description

Hammerjack Pty Ltd is seeking a debt collection specialist in the Philippines to contact clients by phone and e-mail regarding outstanding debts. You will use defined processes and case history to determine the next steps for each client, and record communications in Oracle Advanced Collections.

You will negotiate payments, resolve disputes, and safeguard relationships with internal and external clients while meeting targets and adapting to changing workloads.