Collections Associate

Sutherland; Central Luzon; On-site; PHP 201,000 - 301,000; Full time

Job summary

Sutherland in Clark, Philippines, is seeking a Collections Associate (Customer Service Representative) to support customers with account and credit-related concerns, including disputes, payment arrangements, and inquiries. You will help customers understand options, provide resolutions, and maintain compliant records across channels.

The role emphasizes strong communication, six months of collections experience, and familiarity with AI tools, while adhering to program schedules and service

Qualifications

• At least a High School diploma or equivalent.
• Minimum of 6 months of collections experience.
• Strong written and verbal communication skills.
• Experience working with AI tools.

Responsibilities

• Deliver quality customer support across multiple communication channels.
• Review customer account concerns and provide accurate information and resolutions related to credit terms, balances, and payments.
• Discuss available payment arrangements and options with customers and escalate disputes when necessary.
• Follow applicable US federal regulatory and compliance requirements when handling customer transactions.
• Maintain complete and accurate records of actions and resolutions for every customer interaction.
• Work additional hours when required to support service level and business requirements.
• Follow assigned schedules and maintain consistent attendance based on program needs.
• Take part in team discussions, refresher sessions, seminars, and other activities related to the program.
• Use your computer skills to provide basic troubleshooting assistance and appropriate workarounds to subscribers.

Skills

Communication skills

Customer service

Problem solving

Education

High School diploma or equivalent

Tools

AI tools

Job description

JOIN OUR TEAM | Collections Associate | Clark

As a Customer Service Representative, you’ll support customers with account and credit-related concerns, including disputes, payment arrangements, and account inquiries. You’ll help customers understand their available payment options, provide appropriate resolutions, and ensure every interaction is handled accurately while meeting service and compliance standards.

How You’ll Contribute

• Deliver quality customer support across multiple communication channels.
• Review customer account concerns and provide accurate information and resolutions related to credit terms, balances, and payments.
• Discuss available payment arrangements and options with customers and escalate disputes when necessary.
• Follow applicable US federal regulatory and compliance requirements when handling customer transactions.
• Maintain complete and accurate records of actions and resolutions for every customer interaction.
• Work additional hours when required to support service level and business requirements.
• Follow assigned schedules and maintain consistent attendance based on program needs.
• Take part in team discussions, refresher sessions, seminars, and other activities related to the program.
• Use your computer skills to provide basic troubleshooting assistance and appropriate workarounds to subscribers.

What We’re Looking For

• At least a High School diploma or equivalent.
• Minimum of 6 months of collections experience.
• Strong written and verbal communication skills.
• Experience working with AI tools, with the ability to use them appropriately in a customer service environment.