Collections Officer

AAPMI Acquire Asia Pacific Manila, Inc.; Quezon City; Remote; PHP 360,000 - 720,000; Full time

Benefits offered by this job

Work-from-Home options

Competitive compensation

Job summary

Acquire Intelligence, a global business outsourcer, is seeking a Collections Officer to manage overdue accounts with a customer-focused approach. You will balance firm negotiation with empathy, protecting the company from financial risk while supporting customers in meeting obligations.

You will work across channels (phone, email, chat) and collaborate with teams to resolve issues, comply with regulations, and leverage AI-enabled tools and digital payments.

Qualifications

• Excellent English communication skills (written and verbal).
• Strong negotiation, conflict resolution and problem-solving abilities.
• High accountability for meeting collections KPIs and deadlines.
• Ability to manage multiple cases with attention to detail.
• Empathy and discretion when handling vulnerable customers.

Responsibilities

• Deliver a professional, customer-focused collections experience across multiple channels.
• Negotiate and agree on sustainable repayment arrangements balancing customer circumstances with business goals.
• Identify vulnerable customers or hardship indicators and escalate per policy and regulations.
• Use collections systems to manage workflows and document interactions.
• Collaborate with cross-functional teams to resolve account issues promptly.
• Ensure compliance with regulations, policies and data privacy standards.
• Contribute insights to improve collections strategies and processes.
• Adapt to evolving technology and tools including AI-driven support and digital payments.

Skills

Excellent English

Negotiation

Problem-solving

Attention to detail

Independent work

Job description

Job Description

The collections Officer is responsible for managing overdue accounts while maintaining a customer-focused and solutions-driven approach. This role requires balancing firm negotiation with empathy, ensuring customers are supported in meeting their obligations while protecting the company from financial risk. Collections Officers operate in a fast-paced, technology-enabled environment, using multiple communication channels (phone, email, chat and other digital platforms) to connect with customers. A key part of being a Collections Officer is identifying vulnerable customers and recognising hardship triggers early using discretion, empathy, and sound judgement to elevate such cases properly and ensure that customers received the right support. A Collections Officer plays a key role in compliance and data protection.

Principal Duties

• Deliver a professional and customer-focused collections experience across multiple channels.
• Negotiate and agree on sustainable repayment arrangements that balance customer circumstances with business objectives.
• Identify vulnerable customers or hardship triggers and escape cases in line with company policies and regulatory requirements.
• Use collections systems effectively to manage workflows and document all interactions.
• Collaborate with cross-functional teams (Customer Service, Admin, Fraud, Lending) to resolve account issues promptly.
• Ensure compliance with industry regulations, company policies, and data privacy standards.
• Contribute feedback and insights to improve collections strategies, customer journeys, and process efficiency.
• Adapt to evolving technology and tools, including AI-driven collections support, reporting dashboard, and digital payment platforms.

Job Qualifications

• Excellent English language communication skills (written and verbal), with strong professional etiquette.
• Demonstrated negotiation, conflict resolution and problem-solving skills.
• Strong accountability for achieving results and meeting collections KPI's.
• Ability to manage multiple cases simultaneously with high attentions to detail.
• Awareness of hardship indicators and ability to exercise empathy and discretion when managing vulnerable customers.
• Ability to work independently and collaboratively within a fast-paced environment.
• Flexible, adaptable, and open to continuous learning and process improvement.
• Previous experience in Collections or financial services is required.

Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years' experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail.

We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do.

Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of "big business."

We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted.

We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience.

We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

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