Collections Associate

GoTyme PH (Philippines); Quezon City; On-site; PHP 240,000 - 420,000; Full time

Job summary

GoTyme is seeking a Collections Associate to assist delinquent customers in managing their accounts and offering feasible repayment options. The role involves engaging customers through calls, emails, and messages, educating on delinquency, and guiding them toward financial stability.

You will leverage digital channels to remind customers of balances, negotiate payment arrangements, and track follow-through while maintaining a positive customer experience.

Qualifications

• Experience in call center collections, including voice or digital channels.
• Clear and professional communication with customers in multiple channels.
• Ability to negotiate feasible payment arrangements.
• Strong problem-solving to assess delinquency and suggest solutions.
• Empathetic, solution-oriented customer support with professionalism.

Responsibilities

• Customer Engagement - Initiate contact with delinquent customers via calls, emails, and messages to offer payment assistance.
• Digital Collections - Use SMS, email, and chat to remind customers of balances and options.
• Delinquency Education - Explain impact of delinquency and guide repayment choices.
• Effective Payment Negotiation - Understand constraints and propose feasible plans.
• Payment Tracking - Monitor commitments and follow up to resolve overdue accounts.

Skills

Call center

Collections

Communication

Negotiation

Problem solving

Customer service

MS Office

Tools

MS Office

Job description

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme's globally proven digital banking technology and hands-on experience building South Africa's leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role

The Collections Associate is responsible for assisting customers in managing their delinquency by understanding their financial situation and providing appropriate solutions. Engage with customers through various communication channels to offer guidance on repayment options , educate on delinquency and help them regain financial stability. This role involves balancing effective collections with empathy, ensuring a positive customer experience while minimizing risk for the company.

• Customer Engagement - Initiate contact with delinquent customers through calls, emails, and messages to provide payment assistance.

• Digital Collections - Leverage digital channels such as SMS, email, and chat to remind customers of outstanding balances and repayment options.

• Delinquency and Collections Journey Education - Educate customers on the impact of delinquency and guide them through repayment solutions to maintain a good credit standing.

• Effective Payment Negotiation - Understand customers' financial situations and negotiate feasible payment arrangements that work for both parties.

• Payment Tracking and Follow-Through - Monitor customer commitments, follow up on agreed payments, and ensure timely resolution of overdue accounts.

Requirements

• Call Center Background
• Collections Background (Calls or Digital Collections)
• Communication skills - able to clearly and professionally convey information to customers through calls, emails, and messages. Plus if able to speak well in Filipino and English.
• Negotiation Skill - Should be able reach payment agreements by understanding customer constraints and offering suitable solutions.
• Problem-Solving Skill - Ability to assess delinquency situations and find effective ways to help customers meet their payment obligations.
• Customer Service - Providing empathetic and solution-oriented support to customers while maintaining professionalism.
• Basic MS Office - Proficiency in using Excel, Word, and Outlook for tracking, documentation, and communication.