Collections CSR — Expert Account Resolution & Negotiation

PM Consulting; Quezon City; On-site; PHP 335,000 - 502,000; Full time

Job summary

PM Consulting in the Philippines is seeking a Customer Service Representative (CSR) with hands-on collections experience to handle customer interactions, manage collection activities, and ensure compliant service.

The ideal candidate has at least 1 year of collections experience under a Collections LOB, and thrives in a fast-paced contact center environment with strong negotiation and documentation skills.

Qualifications

• At least 1 year of collections experience.
• Experience under a Collections LOB, not general customer service.
• Experience in a Contact Center/BPO or shared services environment preferred.
• Strong verbal and written communication skills.

Responsibilities

• Handle inbound and/or outbound customer interactions related to collections and account resolution.
• Communicate professionally with customers regarding outstanding balances, payment arrangements, and status.
• Assess customer situations and provide appropriate payment or resolution options.
• Negotiate payment arrangements while maintaining a customer-focused approach.
• Document customer interactions, payment commitments, and account updates accurately.
• Follow collections procedures, policies, quality standards, and compliance requirements.
• Protect customer information and maintain confidentiality.
• Meet performance targets related to productivity, quality, collections effectiveness, attendance, and service levels.
• Escalate complex or sensitive account concerns as needed.
• Maintain records of all customer transactions and interactions.
• Participate in coaching, training, and performance improvement activities.

Skills

Collections experience

Verbal communication

Written communication

Negotiation

Contact center

Job description

PM Consulting in the Philippines is seeking a Customer Service Representative (CSR) with hands-on collections experience to handle customer interactions, manage collection activities, and ensure compliant service.

The ideal candidate has at least 1 year of collections experience under a Collections LOB, and thrives in a fast-paced contact center environment with strong negotiation and documentation skills.